Refund a payment

Giving money back to a customer. It’s the same screen whether the payment was taken today or weeks ago — the button tells you which one you’re doing.

If the customer has disputed this payment with their bank, don’t refund it. Accept the chargeback instead — see Accept a chargeback instead of fighting it.

Do it

1. Go to Reporting → Transactions and find the payment.
   Search the invoice or repair order (RO) number in the box at the top.
2. Click the three dots at the end of the row, then Reverse Transaction.
3. Check the amount, and fill in a credit memo number if your dealership asks for one.
   Some dealerships require it and some don’t — yours decides that, and what goes in it.
4. Read the Refund to customer figure before you go on.
   That’s what the customer actually gets. It may not match what they paid — see Why did the customer get back less than they paid?.
5. Press the button.
   It says Void Transaction if the payment was taken today, and refunds it if it wasn’t. Either way the customer gets their money back.

You get about ten seconds to change your mind

After you confirm, a countdown runs before anything is sent. Stay on the page until the countdown finishes. While it’s counting you’ll see an Undo button, and nothing has left DealerWorks yet.

If you realise something’s wrong — wrong transaction, wrong amount — press Undo and start again. Closing the page or clicking away during the countdown does not stop it — the refund still goes through. Undo is the only way to cancel it.

When the customer sees the money

Generally five to ten business days. It depends on their bank, not on us, so it’s worth telling the customer that up front.

Afterwards

The payment shows an icon next to it in the transaction list, and the reversal is listed on the transaction itself — you’ll see the original amount and the amount that went back.

If it comes back as Refund Failed, don’t run it again — send us the RO or invoice number, the amount and the date. See My refund says Failed.

Related: Fixing a transaction — start here · Refund part of a payment · Why did the customer get back less than they paid? · I can’t refund this · My refund says Failed