When a customer has a credit balance on their account, (often caused by refunding to an account credit balance, outlined in this article: Refunding to an Account Credit Balance) use these steps to issue a refund:
- At home page, click People tab on the top
- Search for account
- Click the account name
- Click Refund under Credit Balance Info
- Click Submit
Note: Customer will receive the credit balance refund in 3-5 business days. The credit balance will be refunded to the card which used to paid initially.
Refunds can fail or be only partially issued if:
- The original credit card used for payment has no transactions in 2 years and purged in the database
- A credit balance was entirely imported from an external service using the credit balance tool
- A credit balance was partially imported from an external service using the credit balance tool
