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Issuing Credit Card Refunds
This document explains how to issue a refund to a customer's credit card. Credit card refunds can be issued the same way sales are captured – from the Counter System and Account Payments.
Topics in this article include
Credit Card Refunds
Card refunds can be issued via the Customer Swipe or Retrieve Card options, but not via Manual Entry. If you store historical card tokens, use the Retrieve Card option instead of Customer Swipe. This security feature ensures refunds are processed back to the charged cards. If the original card is still active, then there is no benefit in performing a Manual Entry refund over the Retrieved Card refund.
If you find yourself in a position where you are continually required to refund via Manual Entry, then the CAYAN soft terminal might be your option. For more information, see the article CAYAN Soft Terminal.
Possible Refund Error
Sale Cap Refund: Disabling a store’s “sales cap refund” CAYAN feature allows rental stores to refund more to a card than they charged on a token. If this is not disabled, you will see an error stating “Error: sales cap exceeded” when you refund using Retrieve Card, when you select a historical token already used to issue a refund. Technically, if you process a credit card transaction for $100.00, you cannot perform a ($100.01) or greater refund selecting that token. This is a good setting for retail but not necessarily for the rental industry. This feature should be disabled by default, but if you get this error, you can request CAYAN to disable it. You can contact Cayan Support at (888) 302-2926 option #1 or call our Product Support team for assistance with coordinating with Cayan. Please note that only Cayan can disable this feature.
Why can't I use the Retrieve card option?
- A debit card was used previously. Debit cards do not store tokens, so they cannot be retrieved.
- If the card was never run in the Point of Rental software before (e.g., for new customers), there may be no stored token to retrieve, so the option won't appear.
- If the Retrieve Card button is only unavailable on certain terminals, check that the credit card terminal is properly defined in Print Setup.
- The "Save Credit Card Info" setting might not be turned on. Ensure this setting is enabled; without it, the Retrieve Card function may not work.