When a customer submits a refund request we have the ability to collect their method of payment.

After selecting the payment method the flow can be changed depending on the answer. For instance, if credit or debit card is selected we can wait 72 hours to follow up with the customer to make sure any credit holds have automatically dropped off. Additionally, operators can decide how to reimburse the customer.

There are two reimbursement solutions: refunds and reversals.

There are two reimbursement types:

The Refund flow allows the customer to receive payment from the owner by providing their PayPal, Venmo, or Zelle information. The owner can accept or decline these payments in the dashboard. Upon accepting the payment the customer will receive payment to their account.

We also have the ability to collect customer information for operators to process offline. Collecting USConnect card numbers or postal information to send customers cash or checks will allow already established processes to be completed while minimizing the back and forth with customers.

Reversals allow the customer to provide information as it applies to their original form of payment. This feature currently supports Credit Cards, Apple Card, ApplePay, GooglePay and PayRange. This allows operators to reverse a charge in their credit card processing system.

Pre-Authorization holds are often misunderstood by customers who think they have been charged for an item they didn't receive.

With this feature turned on, customers will receive information about how holds and pre-authorization work. We will collect the customer's information and reach back out to the them after a configurable amount of time. This will allow enough time for the hold to be released. After that time has lapsed we will text the customer to ask if they still need a refund.

If the charge did not fall off the customer will receive a link to continue the refund process. At this point they will go through the refund process or reversal process depending on what setting is configured.

If a customer is in the pre-authorization holding period and they need to be pulled out early you have the ability to send the follow up text immediately from within the associated refund request.

By clicking the "Send Now" button the system will immediately send the follow up text to collect payment/reimbursement details from the customer. Once the customer has provided that information the refund request will populate in the "Pending" refund request section.

Each payment method can be configured with the following settings:

Payment methods are preselected to be displayed to the customer to choose from

This will determine whether the payment method will lead thru the Refund Flow or the Reversal Flow

This will turn on the Pre-Authorization feature

With Pre-Authorization turned on, this will determine the amount of time before we follow up with the customer after they submit a refund request.