Credit card payments can be processed online in FBO One via a gateway connected to the card processor. It is possible to void an online card payment the same day the payment is taken. After a payment has batched overnight, the option used to reverse the charge is to credit the order in the back office, which is typically a function of the accounting group.

Credit Payment and Rebill

If the option to void an online payment is not available, it is because the charge already settled overnight with funding on the way to the merchant account, or because the order has already moved to back office and been invoiced.

Below are the steps to completely refund an online credit card payment and collect a new payment from the same customer for a corrected order.

Create an automatic credit order to reverse the original order, credit the payment, and create an automatic related order to recharge correctly

Important: After an order has been paid by online credit card and moved to back office, if a payment error is found, the correct process is to continue invoicing the original order with the error. This will keep the original order and online card payment in sync with the overnight batch/settlement records from the credit card processor and make reconciliation easier for accounting.

After the original order has gone completely through the back office process, return to the original order to process the credit.

1. On the original order, select Credit Order.

2. On the Credit Order screen, the checkbox for 'Create an extra copy of the order to charge the corrections' will be checked. Leave the box checked. 

3. Two related orders are automatically created.

A related credit order is created to reverse the original order. This credit order cannot be revised.

Important: Do not move this order to the back office invoicing until ALL steps of the credit and rebill process as outlined below are completed.

A related order is created to make corrections and rebill the customer. 

4. After the credit order is created, scroll up to the original order and click on the credit card payment.

5. Select CreditPayment.

6. The text on screen indicates that the credit card refund will be added to the credit order that was just created so the accounting records will be correct.

Enter a reason for the credit. The reason will be on record in case there are any questions about the adjustment in the future. Click OK.

Confirmation will be given that the credit card refund processed successfully.

Note: In some cases, there may no longer be a credit card stored on file for the refund. In that case, the system will present a screen requiring entry of the original credit card information.

7. The credit order now has the credit card refund linked to it. The original order remains unchanged.

8. Scroll down to the additional related order that was created to rebill the customer. 

This order will be flagged as needing payment. The order can be revised to add or remove products or change rates as needed. Once the order has been corrected, payment can be applied by using the original credit card on file or another form of payment can be selected.

9. When all the steps above have been completed, the credit order and the rebill order can be moved to back office invoicing. 

Important: Do not move the credit order to Back Office invoicing before completing the CreditPayment step. The CreditPayment cannot be properly applied to the credit order if the order has been invoiced.