Should I process a return to the credit card if a customer files a Chargeback?

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Do not refund the customer's credit card. Your processor has already withdrawn funds from your account to give back to the customer.

This article will show you how to refund the sale to reflect the money is gone and that they no longer have a service they can use without giving the customer a refund twice (via chargeback and via the software). 


Step 1: Set up a Chargeback Payment Method

  1. We're going to go to Home>Management Tools>Settings>Payment Methods.
  2. Make sure you don't already have "Chargeback" on the list.
  3. In the "Add New" section at the top, we will name it "Chargeback" then check the boxes: "Active?", "CashEQ?", and "Allow Refund?"
    1. CashEQ makes sure that your Cash Based reports will be accurate; Allow Refund is required for the next step.
    2. Including the "Allow $0" or "Allow>$0" options would let this be used on the Retail tab, which is typically not what your will ever want to do.
  4. Click "Add."

Step 2: Refund the purchases to "Chargeback"

  1. We'll look up the customer who issued the Chargeback.
    1. If you don't know who it was, because the name of the customer who filed the chargeback will not appear on the notice, you can easily connect a complaint with a client by matching the last 4 digits of the credit card as it appears on the chargeback notice.
  2. Go to their "Purchases" and click "Return/Void" next to the sale.
    1. If you have already refunded to Credit Card, partially or in full, you cannot fix it.
  3. Select "Return All" on the Manage Sales screen.
  4. Enter in a reason for the return: "Chargeback Notice # XXXX" would likely suffice.
  5. Click "Choose Refund Method."
  6. Select Refund Method 1 to be "Chargeback" and NOT anything which resembles the customer credit card information.
  7. Click one of the two "Save" buttons.



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