The Cancellation and Refunds screen displays, as shown below.
A membership order may need to be cancelled and the customer may request a refund for the time without membership. For example, for a $120 membership from 1/1 to 12/31 and the effective date is 3/31, a dr/cr memo for $90 will be created and $90 will be available for refund.
Your association may have special processing scenarios for cancelling and refunding a membership order, which is determined by the Recognized for Service option selected in the Receipt and Refund Analysis section of the Cancellation and Refunds screen. Depending on the option selected, the Refund Amount updates automatically.
To refund and cancel a membership order:
1. On the Order Entry screen, select the appropriate line item.
2. Click Cancel
an Item from the Work with Line Items task category or Cancel an
Order from the Work with Orders task category.
The Cancellation and Refunds screen displays, as shown below.
3. From the Scope of the Refund section, select the Refund and Cancel radio button, as shown to the right.
4. On the Item to Cancel or Refund tab, select the appropriate line item to cancel and refund.
5. On the Refund and Cancel tab, select the Revenue Proration Effective Date.
6. Select the Reason Code from the drop-down.
7. Enter any Cancellation Comments.
8. Select "Prorated"
as the Recognized for Service type from the drop-down.
The system will prorate the amount based on the effective date.
As
of 7.4.1, if the order has a payment schedule defined, the Recognized
for Service drop-down will default to "Amount Paid". If you
select “Prorate” instead of “Amount Paid”, the system will evaluate whether
the calculated prorated revenue to be recognized needs to be adjusted.
The amount paid less any previous refund less the revenue to be recognized
should equal $0. If the amount paid less any previous refund less
the revenue to be recognized is between -.01 and -.05, the revenue to
be recognized will be adjusted so that the amount paid less any previous
refund less the revenue to be recognized equals $0.
9. Enter the Optional Cancellation Fees, if necessary.
10. Enter
the Refund Amount.
The refund amount box will default with the amount being reversed up to
the amount paid ($90 in the above example assuming full payment). This
will create the voucher in Personify. This value changes automatically
depending on the Recognized for Service option selected.
11. If you check the Write-off the Balance checkbox, then enter the amount of the write-off in the text box.
12. On the Receipts Referenced tab, highlight the appropriate receipt.
13. If the receipt was originally created by credit card, the Refund to Specific Check Receipt tab displays, as shown below:
a. On
the Refund to Specific Credit Card Receipt (shown below), enter the Refund
Amount.
b. To refund the order by check, select Refund by Check and proceed to the Refund to Specific check tab.
c. If your association used a lockbox or outside service to process the credit card receipt, select the Pre-Settled checkbox.
d. If necessary, click Edit Credit Card Info.
e. Click
Process.
A dr/cr memo for the remaining amount of membership will be created (credit
revenue, debit AR). The refund will go to VeriSign and settle the next
time the settlement process is run. The Cancellation and Refunds screen
closes and the status of the membership order line changes to “Cancelled”.
14. If
the receipt was originally credited by cash or check, the Refund to Specific
Check Receipt tab displays, as shown below:
a. If the check has already been issued, select the Check Pre-Cut checkbox.
b. Enter the Check Number.
c. Enter the refund Amount.
d. If necessary, click the Payor link to view more details about the customer.
e. If necessary, click the Voucher Address link to select a different address.
f. Enter any Notes on Advices.
g. Click
Process.
A dr/cr memo for the remaining amount of membership will be created (credit
revenue, debit AR). The Cancellation and Refunds screen closes and the
status of the membership order line changes to “Cancelled”.