Purpose

The purpose of this article is to go over how to process refunds in ImpulsePoint.

Process

Refunds for transactions made at either the Front Desk or the ShopPoP Self-Pay Kiosk should be conducted via ImpulsePoint at the Front Desk. Follow the steps below based on the type of transaction.

Room Charge Refunds

1. Navigate to the Sell Screen in ImpulsePoint.
   
   
2. Add the item being returned to the Shopping Cart.
   
   
3. Select the Return Icon (bottom-left corner).
   
   
4. Choose Room Charge as the refund method.
   
   
5. Enter the guest’s room number.
   
   
6. Select Get Guests and complete the transaction.

This process will credit the guest’s folio automatically.

Cash Refunds

1. Navigate to the Sell Screen in ImpulsePoint.
   
   
2. Add the item to the Shopping Cart.
   
   
3. Click the Return Icon (bottom-left corner).
   
   
4. Choose Cash as the refund method.
   
   
5. Determine if the item is re-sellable.
   
   
6. Click Apply to complete the return portion.

Important: You must then go into your Property Management System (PMS) to:

• Post the return.
• Refund the cash to the guest.
  
  

Credit Card Refunds

1. Go to the Sell Screen in ImpulsePoint.
   
   
2. Add the item to the Shopping Cart.
   
   
3. Click the Return Icon (bottom-left corner).
   
   
4. Click Credit Card.
   
   
5. Determine if the item is re-sellable.
   
   
6. Indicate the credit card type.
   
   
7. Click Apply to complete the return portion.

Important: You will then need to:

• Post the return in your PMS.
• Follow your property's local refund policy.
  
  

Processing the Actual Credit Card Refund

Refunds to a credit card must be completed through the designated credit card processor associated with your property. Common processors include:

• Elavon
• Shift4
• NMI

Note: ImpulsePoint and your PMS may use different processors. Ensure you process the refund through the correct system.

Only a Manager with access to the credit card processor’s portal is authorized to complete the refund.

Need Help Identifying Your Credit Card Processor?

• Contact your Retail Success Manager for assistance.
• Alternatively, check the branding on the credit card terminal face to determine which processor is in use.