I can’t refund this

If there’s no way to reverse a payment on screen, it’s usually one of four things.

There’s nothing left to give back

If the payment has already been fully refunded, the option disappears from the menu. Open the transaction and look at the list of events — you’ll see the original payment and anything that has already gone back.

Your account doesn’t have the permission

Reversing a payment is permission-controlled, and if you don’t have it you won’t be offered the option.

• Cash is the one to watch. Reversing a cash payment needs refund permission even on the same day — void permission on its own isn’t enough.
• Somebody at your store with the permission can do it instead.
• If nobody has it, your account administrator needs to contact DealerWorks Support and ask for it to be granted. We can only add permissions on an administrator’s say-so.

The payment wasn’t taken through DealerWorks

Only a payment taken through DealerWorks can be reversed through DealerWorks. If it predates your DealerWorks account, the refund has to be handled your own way — usually a check.

It says failed refund

That one isn’t yours to fix. Contact DealerWorks Support and we’ll look into it.

It’s uncommon, but it does happen.

Related: Fixing a transaction — start here · Refund a payment · Why did the customer get back less than they paid?