Refund a Payment

Summary

Issue a refund for a payment that has been charged incorrectly within Authorize.Net.

When

• 24 hours after the initial transaction occurs or within 120 days of the initial charge

Permission Level

Authorize.Net Administrator

Things to Know

• For further assistance regarding refunds, contact Authorize.Net Support at 877.447.3938.
• Petly Plans does not update payment information when a refund is issued in Authorize.Net. It is necessary to mark the payment as a Chargeback in Petly Plans. This will revert the payment to an unpaid status.
• Refunds can be given within 180 days of the initial charge within Authorize.Net.
• Refunds generally take 3 – 5 days to return funds to a client account.
• eCheck refunds require available funds in order to approve a refund amount. Meaning, if the hospital does not currently have other eCheck transactions pending to cover the refund amount or funds set to be deposited into the hospital banking account the refund request will be declined. 

Steps

Issue a Full Refund

1. Log into your practice’s Authorize.Net Merchant Interface (https://account.authorize.net).

1. On the left side of the window under Tools, click Customer Information Manager.
2. In the -Select One- drop-down list, select Description.
3. In the search field to the right, type the last name of the client.
4. Click Search.

5. In the Profile ID column, click the link associated with the client.
6. Click View History.

7. Search for and select the Transaction ID to display the transaction details receipt.
8. Click Refund and follow the prompts to complete the process.
9. Log into Petly Plans.
10. Search for and select the plan for which the refund was given.
11. Within the Client summary Page, click the Payments tab.
12. Click Details to the right of the refunded payment.
13. Click Mark Chargeback.
14. Click Confirm to revert the payment to an unpaid status.

Issue a Partial Refund ***NOT RECOMMENDED***

Important: This option is not recommended as Petly Plans does not allow for a partial payment within the application. Partial refunds are not recording in Petly Plans so reconciliation reporting may be skewed.

1. Log into your practice’s Authorize.Net Merchant Interface (https://account.authorize.net).
2. On the left side of the window under Tools, click Customer Information Manager.
3. In the -Select One- drop-down list, select Description.
4. In the search field to the right, type the last name of the client.
5. Click Search.
6. In the Profile ID column, click the link associated with the client.
7. In the Payment Profile(s) area, click refund for the associated payment profile.
8. Optional: Fill in the invoice #, PO #, Description, Shipping, Tax and Duty fields if needed for documentation purposes.

Note: Leave the Original Transaction ID field blank.

9. In the Order Information Total Amount field, type the dollar amount to be refunded.
10. Click Submit.

Other Helpful Resources

• Cancel a Plan
• Delete a Payment Profile
• Mark a Payment Paid Outside the Petly Plans Application
• Put a Plan on Hold
• Update a Payment Profile
• Void a Payment(s) Charged that Same Day