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      1. FranScape Knowledge Base
      2. Customers

      Transactions - Refunds

      Where do I process a Refund?

      • Navigate to the Customer's account
      • Select the Transactions tab

      • Next to each payment, there are two buttons:

        • Magnifying Glass - View Details
        • Cash/Card Symbol - Refund Payment

      Tour Guide!

      A step-by-step Guided tour is available for this function. Simply click on the hotspot in the Process Card Refund window to get started:

      How do I process a Stripe refund?

       Card Refunds via Franscape are processed directly through Stripe

      NOTE: Stripe refunds can take 5–10 days for the funds to settle.

      • Click the Refund Card Payment
        • A refund can only be processed against a payment

      Please Note:

      • If the refund amount is more than the payment amount, you will need to refund multiple payments.
      • Refunds must be a minimum of 30p
        • Refund Date
          • Adjusting this date will not schedule the refund, all refunds are processed instantly.
        • Refund Amount
          • Can be edited for partial refunds, but cannot be larger than the payment amount.
        • Reason
          • Select from the dropdown
            • This list is created by your Franscape Administrators
        • Notes
          • Enter additional notes, these can be seen by the customer
        • Credit the Customer 
          • Ticked: The customer's balance will not be affected by the refund
            • If the customer does not have credit
          • Unticked: The customer's balance will be affected by the refund
            • If you are refunding a credit

      NOTE: All Stripe refunds are sent to the customer's bank, the credit is an additional transaction to decide how the refund affects their balance.

      • Click Add Refund to process the refund

      How do I record a BACS/Cash/Cheque refund?

      • Click the Refund Cash Payment 
       

        • Refund Date
        • Method
          • Cash, BACS or Cheque
        • Refund Amount
        • Reference
        • Reason
          • Select from the dropdown
            • This list is created by your Franscape Administrators
        • Notes
          • Enter additional notes, these can be seen by the customer
        • Credit the Customer
          • Ticked: The customer's balance will not be affected by the refund
          • Unticked: The customer's balance will be affected by the refund
      • Click Add Refund to process the refund