If a customer paid with a card, part of what they paid may have been an additional fee. Whether that fee comes back is your dealership’s decision, not something the person doing the refund chooses.
The three possibilities
| HOW YOUR DEALERSHIP IS SET UP | WHAT THE CUSTOMER GETS |
|---|---|
| The fee is returned | The base amount plus the matching share of the fee, worked out automatically from the original rate. On a partial refund you get a proportional share, not the whole fee. |
| The fee is not returned | The base amount only. The screen shows you the base that’s available to give back. |
| The fee is not returned, but a manager steps in | A manager with the right permission can enter their PIN and set how much of the fee to return — anything up to the full amount. Their name is recorded on the refund. |
Where to see it before you confirm
The reversal screen shows the breakdown — the base amount, the fee, and a Refund to customer total. That total is what the customer receives.
Read it before you confirm rather than after. It’s the number the customer will ask about.
Changing how your dealership handles it
Whether fees come back on a refund, and whether a manager can override it case by case, are both settings on your dealership’s account. Contact DealerWorks Support to change either one — they aren’t in your own settings.
Related: Fixing a transaction — start here · Refund a payment · Refund part of a payment · I can’t refund this
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