Once a transaction has settled, you can no longer void the transaction. You will need to perform a refund.
To refund an existing transaction in Converge, complete the following steps:
1. In Converge, click the Payments tab. Next, click Settled Batches.
2. Find the batch and Click on it to open.
3. Select the transaction to be refunded. Clicking on the transaction will open the Transaction Details screen.
4. Click Refund at the top of the screen. The original sale amount will be displayed.
5. From the Issue Refund screen, enter Refund Amount (you can issue full refund or partial refund). Scroll down to view the information from the original sale in the remaining sections. Add or correct information if needed.
6. Click Issue Refund to complete the transaction. If successful, the refund will be be displayed in your current batch and will be settled according to your batch times. The cardholder will be refunded in the next 3-5 business days (it can take up to 7-10 business days for cardholder to see the funds), depending on their card issuer's funding timelines.
Force a Refund Transaction
If you need to refund a transaction in Converge but are unable to find the original sale or the original sale does not have a refund option, you can force a refund by completing a new refund using these steps:
1. Click on Payments .
2. From the Payments page select Return from the New Payment drop-down.
***As of April 2023, stand-alone refunds without associated sales are disabled for users. If there is a use case requiring this user right, you will need to reach out to our support to enable the capability.
3. Converge will take you to the New Return page.
4. Fill in the amount to refund in Subtotal field.
5. Select which type of payment card this refund will go to.
6. Choose Enter on Keyboard.
7. Click Start Transaction.
8. Converge will display additional fields you can fill out.
9. If you have token (customers) enabled, on the Order section screen, enter the name of the customer into the Customer Search Bar to locate the customer's payment information. Or, manually enter the card information to process the refund.
10. Scroll down to the Billing Address section.
11. If the billing address is not already included in the customer's profile (or if you entered the customer's information manually), you may enter the customer's billing information here (optional).
12. When you are finished entering your customer's information, click Process to complete the transaction. If successful, the refund will display in the current batch and will be settled according to your settlement time. The cardholder will be refunded in the next 3-5 business days (it can take up to 7-10 business days for cardholder to see the fund), depending on their card issuer funding timelines.