Handling Refund Limitations with Credit Notes and Payment Terminals in Digitail
Refunding credit notes in Digitail can sometimes involve limitations, especially when specific payment methods or terminal processes are involved. Below, we outline the reasons for these limitations and provide step-by-step guidance on resolving these issues effectively.
Why Doesn’t the Refund Amount Appear on the Terminal?
Refund amounts may not appear on the terminal in the following cases:
The original payment was not processed through the terminal.
The credit note is an ad-hoc credit note not linked to the original payment.
When recording a refund with the “Card” payment method in Digitail, this action only updates the records within the system but does not communicate with the terminal or transfer money back to the card. To ensure the refund reaches the terminal, the following conditions must be met:
The original payment must have been processed via the terminal.
The credit note must be tied to that original sale, such as a product return or service credit.
Why Can’t Credit Notes Be Refunded to an Interac Card?
Interac card refunds require the client to physically tap their card on the payment terminal. Therefore, credit notes cannot be refunded to an Interac credit card directly.
Workaround for Interac Refunds:
From the original sale tied to the credit note, perform a reversal. Reversals adjust the amount due or paid from the original sale.
Use the Add Payment action and select Client Credit as the payment method to apply the client’s existing credit toward settling the remaining balance.
This workaround ensures that the refund is processed effectively, even when Interac card restrictions exist.
Summary
When managing refunds with credit notes in Digitail, remember these key points:
Refunds only communicate with the terminal if the original payment was processed through it and the credit note is linked to that transaction.
Interac card refunds must be handled through reversals and applying client credit due to terminal restrictions.
By understanding these limitations and workarounds, you can ensure smoother refund processes for your clients.