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Refund Request - Overview

Updated

Introduction

This article describes the Refund Request statuses and will guide you through the Refund Request process. This article will be helpful to PG Champion, Administrator, Finance & Accounting, Club Manager, Sales Manager and Club Owner. 

Mind that when using payment provider other than listed below and making refund request with payment method other than SEPA, which is Direct Debit and Credit Card, you need to contact your payment provider to complete the refund process. It results from the lack of refund request option within the PGM and payment provider integration scope.
PGM currently supports refunds with following payment providers: Stripe, Cloud Payments, MerchantSafeUnipay, GoCardless and Moneris

Before you start 

Make sure you are familiar with the Transactions tab on the Member Profile and the process of adding manual Transactions in the PGM and POSweb application. 

To Approve and Complete or Reject Refund Requests, make sure you have the following system permissions enabled for your role:

  • SystemManRefundsRefundFormsView
    • Refund request tab view
  • SystemManRefundsRefundFormsAcceptRefund
    • Approve Refund Request
    • Complete Refund Request
  • SystemManRefundsRefundFormsRejectRefund
    • Reject Refund Request
  • SystemManRefundsRefundProcessingView
    • FileProcessing tab view and possibility of bank account file generation.
  • SystemManRefundsRefundSkipCreditValidation
    • Skipping credit balance validation

Feature description

You will find the Refund Request feature in the PGM -> Finances -> Refund requests

Refund Request List Tab

Here, you will find the number of Refund Requests divided per Status:

All refund Requests - this is the total number of the Refund Requests already processed and those which still await processing. 

Waiting for approval  - it means that the Refund Request has already been made and awaits Approval. 

Approved -  it means that the Refund Request has been Approved, but it has not been Completed yet. 

Processing  - it means that the Refund Request is being processed by the payment provider and can be no longer cancelled.

Rejected - it means that the Refund Request has errors and was Rejected. It has to be re-made. 

Error - it means that the Refund Request has been executed and ended with an error. It can occur when refund did not succeed within payment provider. It cannot be re-made. In order to retry, new refund request must be created.

Completed - this is the total number of the Refund Requests that were Approved and Completed. 

You can use Filters to search for a given Refund Requests, according to:

  • Status - it informs about the Action that was taken or has to be taken to process the Refund Request. 
  • Refund number - it is a unique number of each Refund Request. 
  • Amount - it is the gross amount that was returned or has to be returned to the member.
  • User number - it is the unique number of the member who is entitled to the Refund. 

Clicking on the User number will transfer you to the Member Profile of that particular member. 

  • Refund method - it is the payment method used to return the money. 
  • Creation date - it is the date when the Refund Request was created.
  • Created by - it is the name of the employee who has created the Refund Request. 
  • Approved/rejected by - it is the name of the employee who has approved or rejected the Refund Request. 

Each Refund Request has the Status marked in colour, in the first left-side column.

In case of Waiting for approval status, in the last column, there are two Actions your can perform:

  • Approve - if you click it, it would mean that the Refund Request has been verified and is correct. You have approved it. 
  • Reject - if you click it, it would mean that the Refund Request has errors and cannot be approved. A person who made the Refund Request has to correct it and repeat the process. 

In case of Approved, in the last column, there is only one possible Action you can perform:

  • Complete - it means that the Refund Request has been verified and Approved and now the process could be finished. 

Three dots icon at the end of the line, allow you to perform other Actions. 

 

Refund Payment Generation Tab

This tab allows you to generate the Refund Payment File which has to be downloaded and sent to the Bank for further acceptance and payment processing. 

This process allows you to select the Club you want to take into account when generating the file. You can select only one, few, or all clubs listed. 

In the second step, you need to select the dates from the calendar which will be taken into account when generating the file.  

The third step is to generate the actual file. 

A List of generated files will be displayed. You will see the file name, the file creation date, the person who has created the file and its Status - which informs if the file generation process has ended with Error or if it was successful - OK.  

The last icon on the right enables you to download the file.

Refund Access Control Enhancement

The refund functionality has been modified to ensure that franchise employees can only view and process refund requests based on their assigned club permissions. Specifically, the visibility and processing of refund requests now depend on the “All clubs” permission setting.

  • When “All clubs” = true, the employee has access to generate and manage refunds for members across all clubs.

  • When “All clubs” = false, the employee is restricted to generating and managing refunds only for members belonging to the clubs they are assigned to.

This change enhances data privacy and prevents unauthorized access to member refund information across different franchise locations.

 

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