This article will explain how to run the and understand the Refunds & Returns report.
Accessing Your Report
Navigate to Reports > Sales > Refunds / Returns.
At the top of the page you will have the option to choose a specific date range by clicking on the calendars or use the Preset Date Ranges available to the right of the calendars.
You may also choose from the drop down to view the information based on the following filters:
- Refunds & Returns
- All Refunds
- All Returns
- Returns - Open: The chargeback is currently pending analyst assessment. Evaluation for bank review will occur between 10-30 days after the chargeback has been received, depending on the card brand.
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Returns - Refunded Match: A refund was issued on one or more invoices tied to the chargeback. An analyst will review the payment to determine if the refund was successful.
• If the refund declined due to the incoming chargeback: The case will be accepted in lieu of the refund. The funds will be returned to the customer as intended.
• If it was inadvertently issued as a credit balance: The case will be accepted in lieu of the refund. The funds will be returned to the customer as intended.
• If the refund successfully posted to the customer’s bank account after the chargeback occurred: The acquiring bank will reverse the disputed funds. - Returns - Case Won: The customer’s issuing bank has ruled in favor of the Merchant. The disputed funds, minus any returned payment fees assessed, have been redeposited
- Returns - Represented: The chargeback case has been sent for issuing bank review. Most cases are resolved within 30-90 days, but can take longer depending on issuer volume. During this period, ClubReady is not provided with additional case updates. We are required to wait until a win/loss notification is received from the acquiring bank.
- Returns - Closed: The chargeback was either ineligible for rep-resentment, voluntarily forfeited by the Merchant, or lost by means of the issuing bank ruling in favor of the customer.
Choose to view from the drop down Pending Refund Date
- Refund Attempted Date
- Refund Released Date (when the refund was 100% completed)
Select if you want to view the Excel Export Only and click Run Report.
Understanding Your Report
The online report will display the Total Refunds and Total Returns. The spreadsheet will show:
- Refund / Return
- Date
- Pending Refund Release Date
- Original Payment Date
- Amount of the invoice.
- Customer with the invoice.
- Purchase Description
- Type of invoice (Membership, Service, Fee, etc.)
- Payment Type (Refund/Return).
- Purchase Type
- Card Entry Type
- Details of the transaction.
- Last Action Date is the date when the last action (detail occurred - Example: The date when the case was marked as Closed).
- Who the Refund/Return was Ran By
- who the initial invoice was Original Ran By
- Reason for Refund
To export the data, select the floppy disk and choose your method of export: CSV (comma delimited), PDF, or Excel.
Requirements - A 'Master Admin' login or a staff login with the following permissions.
- Reporting: Can access reports (must be enabled to see any reports)
- Reporting: Can access sales: refunds / returns sales