At times, it is necessary to void or refund a job deposit or invoice payment for any number of reasons. For ease of comprehension, this article will refer to these two types transactions collectively as "payments". It is important to remember, if you have a payment gateway connected to Service Fusion, to void or refund the credit card transaction from Service Fusion; it will communicate the void or refund request to your payment gateway!
When to void a payment: Typically, if you receive a credit card payment same-day, you can stop the payment from hitting the payment gateway by voiding the transaction. This is entirely dependent on the card-holders bank and may not apply for all credit card transactions. For all other payments, void is the only option. Payments cannot be deleted from Service Fusion, so if the payment was entered for an incorrect amount, it will be best to void the payment and create a new payment.
- Please note: If voiding an ACH payment in FusionPay, it must be done within two minutes of accepting the payment.
When to refund a payment: If you received a credit card payment that was from any other day than today, the payment has already processed through the payment gateway and will need to be refunded. Other payment types do not have an option for refund, only void.
- Please note: If refunding an ACH payment in FusionPay, it's best practice to wait for the payment to settle before performing the refund. If refunded before the ACH payment settles, the funds will transfer from the Merchant Account to the customer's bank account immediately. This could be a problem if the ACH payment were to decline for any reason.
First, you'll need to find the payment in question. To get to the View Payment screen, you can find your payment by going to Accounting > View Invoice Payments (Or View Job Deposit, if applicable) and clicking Edit on the payment.
Alternatively, you can go to your payment from the invoice screen, by clicking the payment amount on the bottom right corner (blue link) then clicking the payment date on the pop-up, to navigate to the View Payment screen.
From the View Payment screen, click the Edit Payment button in the upper right corner.
At the bottom of the Edit Payment screen is the Void button. If you are viewing a Credit Card payment, there will also be a Refund button. Click the appropriate choice, the system will prompt you to confirm your selection, and then your payment is voided or refunded.
You can also void or refund payments directly from jobs, by clicking the Deposits button at the top.
The Payments, Deposits, & Credits overlay will appear, and on the right the payments received are listed, with options to Void or Refund directly from here.