Purpose

The purpose of this article is to outline how to process refunds in AV Live.

• Please Note: Refund functionality in AV Live has the following constraints and performance.
  • The refund must be in full, partial refunds are not currently supported.
    
    
  • The date range to search to find the transaction must be 30 days or less.
    
    
  • You must have account permissions to perform refunds. If you are unsure of your account permissions, please contact AV Live Support.
    
    

  • Refunds are automatically deducted from the company’s EFT disbursement. (The system ensures proper reconciliation between refund actions and financial reporting.)

Process

1. Navigate to AV Live > Companies.
   
2. Use the Search bar at the top to find the target company. In this example we will enter 'Graham' in our search bar and select the company.
   • On the following Machines page, select the checkbox next to the machine you intend to issue a refund for.
   • With the Machine selected, click the top right Actions dropdown > Go To > Refunds.
     
3. At the Transactions Refunds page, select a date range to search for (must be ≤ 30 days). Then click Search. You can use the 'Card Type' dropdown to filter by CC type.
   
4. Once you have located the transaction in question, click the blue Refund button on the selected row.
   
5. A popup page will generate. Confirm the Transaction ID, Date/Time, Card Type, and Amount.
   • Please Note: partial refunds are not supported at this time; The Amount must be the full amount.
     
6. Once confirmed, click Process Refund. Allow the system a short time to process, you should see a Successful (or Failed) message after processing.
   
   • Please Note: Successful refunds are typically processed and credited to the customer’s account within 3 to 5 business days.