Refund Request
Last Modified on 07/28/2026 5:08 am PDT
Pathway: Accounts > Menu > Refund Request
Initiate refund requests seamlessly for a customer using the Refund Request feature, located in the account menu. This tool streamlines the refund process, ensuring all necessary details are included for a smooth and efficient review.
This workflow assumes the user submitting the refund request lacks refund and chargeback permissions in AR History, while the approving user has the required permissions.
Permissions
The following permissions are required to create a refund request
| Permission ID |
Permission Name |
|
| 5 |
View Account |
|
| 6 |
View Site |
|
| 465 |
Create and Submit Refund Request |
Required to create a Refund Request; if not set, the Refund Request option will not be displayed on the Account + Menu. |
| 487 |
Edit Issued Rebate / Refund Check |
Required to enter the check number or reference number for a refund request; if not set, the Post Issued Rebate / Refund Check option will not be displayed on the Account + Menu. |
Logic
Review the following logic that is applied when a user creates a refund request.
- Assigned To user is limited to only display users with permission 465.
- Assigned to Department is limited to only display departments where at least one user exists with permission 465 and is authorized to view the division assigned to the account.
Setup Requirements
The following setup is applicable to creating refund requests:
| Setup |
Supporting Documentation
|
Purpose |
Reason Code
|
Reason Code Setup |
Required to select an option from the Reason Code drop down field. In Reason Code Setup, set the Type to 'Refund' to create and review reason codes specific to refund requests.
|
| Refund Approval Limit |
Role Setup |
Sets a limit on the amount a user in this role can approve refund requests submitted by others. Review the documentation for further setup logic.
|
Refund Amount Requiring 2 Approvals
|
Division Setup |
Optional setup to require two approvals for refund requests that exceed a specified amount. Review the documentation for this setting for further logic.
|
Submitting a Refund Request
When a customer requests a refund, follow the steps to process the request.
Note: Refer to the full descriptions in the Details tab to understand more about each field.
- Open the account associated with the refund request.
- Click the Account Menu + button and select the Refund Request option. This opens the Create Refund Request popup window on the Details tab.
- Fill out the refund request details:
- Notification Method: Select how the customer submitted the request.
- Contact (optional): Choose the account contact to be associated with the refund request.
- Reason: Select teh reason for the refund
- Assign To: Assign the request to the appropriate User or Department (only one selection is allowed). This is the person or department responsible for managing the request.
- Amount: Enter the requested refund amount
- Refund Method: Choose the refund method that the customer requested.
- Mailed Check is currently the only supported option.
- Credit Card is planned as a future implementation.
- Notes: Add any supporting notes or context regarding the request.
- Select Save.
Outcome of Submitting a Refund Request
- AR History
- The refund is listed as an open item of Type "Rebate/Refund Check" with a Reference No. set to Pending AP Processing and no Applied Amount.
- Refund Request Management (Accounting > Refund Request Management):
- Appears under the Pending Issuance tab in the "Approved" state, if the amount is less than your role's Refund Approval Limit.
- Appears in the Review / Approval tab in the "Pending Approval" state, if the amount is equal to or greater than your role's Refund Approval Limit.
- Customer Service
- The refund request is added to the calendar as an event.
- If in the Pending Approval state, it will be added as an item in the Pending section on the Customer Service screen for the account.
Details Tab
The Details tab is used when creating, viewing or editing a refund request.
Field Descriptions
| Field |
Description |
Created By
|
The name and timestamp of the user who created the refund request.
|
Notification Method
|
Displays which notification method the customer used to request a refund.
|
Contact
|
The names of the account/site contacts.
|
Reason
|
Drop down selection to specify the reason or purpose of the refund request. Reasons are added and managed in Reason Code Setup using the 'Refund' type.
|
Account
|
Automatically displays the name of the account the refund applies to, the status of the account and the current balance (as a hyperlink which opens AR history).
|
| Assigned User |
Drop down selection to designate the user responsible for managing the refund request. The users listed here are those users with permission 465 enabled.
Required - if Assigned to Department is not populated.
|
Assigned to Department
|
Drop down selection to designate the department the refund best applies and is used as a filtering method in the Refund Management screen. The departments listed here must have at least one user in that department with permission 465 enabled.
Required - if Assigned to Department is not populated.
|
Amount
|
The requested refund amount.
|
Refund Method
|
Identifies if the refund will be in the form of a mailed check, or credit card.
Note: Mailed Check is currently the only supported option. Credit Card is planned as a future implementation.
|
Request Notes
|
Text field to provide additional details about the request to support the approval process. Consider including the payment reference number and date to accurately identify the payment for the refund.
|
| Status |
The status of the Refund Request, either: Approved, Pending Approval, Rejected, Returned to Submitter, or Voided.
Available in the Edit/View Refund Request after the request is created.
|
History Tab
The History tab contains an audit trail for a specific Refund Request when a change of Status, Assignment, or Amount is updated.
A new entry (row) is added when:
- Any of the following fields are updated: Assigned To, Department, Status, or Amount.
- A check / reference number was entered in the Issued Rebate / Refund Check screen. This triggers the status to change to "Issued".
Field Descriptions
Except for Created On and Note, the fields on the History tab are defined in the Details tab section and are populated with the data entered when the Refund Request was created.
| Field |
Description |
| Created On |
The timestamp of when the Refund Request was created or when a change occurred.
|
| Note |
A note that is required when any of the following fields are updated: Assigned To, Department, Status, or Amount. The system automatically adds "Issued via check edit" to the note when a check was entered while in a Pending AP Processing. |
Issued Refund Transactions Tab
The Issued Refund Transactions tab contains a list of all entries made via the Post Issued Rebate / Refund Check option for the current account and the current refund request selected on the Accounting > Refund Request Management > Pending Issuance tab.
The green number indicates the number of Rebate/Refund Check(s) that are Pending AP Processing.
From this screen, clicking on the Reference number opens the Edit Issued Rebate / Refund Check screen where you can enter the check number from the check that was issued to the customer for this refund. After the check number or reference number is entered, the status of the Refund Request is set to "Issued".
Field Descriptions
Except for Reference No., all fields are defined in the Details tab section and are populated with the data entered when the Refund Request was created.
| Field |
Description |
| Reference No. |
Either the check number entered in the Post/Edit Issued Rebate / Refund Check screen or "Pending AP Processing" if the check has not been issued or entered into Navusoft yet.
|
Review Submitted Requests
Pathway: Accounting > Refund Request Management
After a refund request has been submitted by a user, it will display in the Pending tab of Refund Request Management for approval. Review the documentation in Refund Request Management to learn more about the functionality of this screen.
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