Purpose

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

Considerations

Refund functionality in AV Live has the following constraints and performance:

• Full and partial refunds are both supported.
   
• The date range to search to find the transaction must be 30 days or less.
   
• Account permissions are needed to perform refunds. If  unsure of 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.)
   
• There is now a refunded transactions report, which can be ran by date range and executing user(s).
  
   

Process

Refund a Transaction

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.
   1. On the following Machines page, select the checkbox next to the machine to issue a refund for.
   2. 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. The Card Type dropdown can be used to filter by CC type.
   
4. Once the transaction in question has been located, 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. For partial refunds, a warning appears: "You're refunding $X of $Y. The remaining $Z will not be refundable."
   
6. Once confirmed, click Process Refund. Allow the system a short time to process,. A Successful (or Failed) message should display after processing. Once a refund has successfully processed, the refund button will then be disabled for that transaction, meaning the same transaction can't be refunded more than once.
   
   1. Please Note: Successful refunds are typically processed and credited to the customer’s account within 3 to 5 business days.

Run the Refunded Transactions Report

To view/run a report of refunded transactions:

1. On the bar at the upper left of the screen, click the Reports dropdown > Heartland > Refunded Transactions.
   
2. A filter panel will display on the right side of the screen; filter the report by start and end date and executing user(s), then click the Preview button at the bottom to run the report. 
   
3. The report will now display on the left side of the screen with data for the following columns:
   1. Transaction id
   2. Device
   3. Machine Name
   4. Transaction Date
   5. Original Amount
   6. Refund Amount
   7. Remaining Balance
   8. Refund Date
   9. Executing User