Purpose

This article outlines the process for submitting a transaction refund through the internal tools in ADM.
 

Process

For a purchase to be eligible for refund through ADM it has to meet the following prerequisites.

• The transaction occurred though Heartland US.
• The full amount has not already been refunded.
• The transaction is not within the 24-hour window post-purchase (Closed Batch only).
• The status of the salespayment record with type = CREDIT should be Accepted.
• It is within 90 days of the original purchase transaction.
• The transaction is not a GMA funding event.

Currently refunding a transaction through ADM is available for transactions made through Heartland only.
 

ADM

Transaction Search

The Transaction Search function will be used to search for both transactions and refunds. If a refund has been issued for a transaction it will be available when viewing the transaction from the search results.

When looking at transaction search results, there are now additional fields regarding refunds: Refund Amount and Refund Transaction ID. 

Transaction Summary

The Transaction Summary page can be reached by clicking into a transaction from the Transaction Search page.

Transaction Summary will now show the payment processor used and the HostRef number for easier identification and traceability.

Any previously processed refund information will show on the right side including the refund Transaction ID, refund Amount, and refund Date/Time. 

In the Payment Grid at the bottom of the page, any refund details will show there as well.
 

How to Process a Refund in ADM

Refunds can still take 3-5 business days to clear on the payment processor end, and 5-10 total business days to reach the consumer's bank account. 

1. Locate the Transaction to be refunded using the Transaction Search function.
    
2. Click into the Transaction Summary page.
    
3. Click the Refund button in the upper right corner of the page. If this button does not show, then the transaction may not meet the prerequisites.
   
   
4. Refund item(s) or amount based on the Operator's decision. The refund cannot exceed the original total amount of the transaction and will go back to the original purchase card.
   
   
5. Click Refund and a modal will appear giving an overview of the refund.
   
    
6.  Click Submit and the modal will give a Success or Failure message, depending. If a refund fails please contact Support to issue a refund.