The refund and claim features allow you to handle a variety of scenarios. Both functions allow you to return money to the customer in the form of cash, credit card, check and store credit.
The Claim feature allows you to refund a specific dollar amount to the customer. For an example, if a customer does not want to pay for one item out of an invoice. You can refund just a partial dollar amount to refund the one items as opposed to refunding the entire transaction. You can also use the claim feature to refund the full amount of a payment if need be.
First access the customers “Payment” tab
Next click on the “Pay a Claim” button
Then put in the claim amount and choose cash, check, card or issue a store credit for the partial amount.
This scenario will allow just $9.00 to be refunded to the Amex ending in 1009 as opposed to the full amount of 200.45.
When you wanted to refund a customer the full amount of their payment and "unlock" any orders included in said payment, use the void payment button. Voiding a payment will reverse the payment and make the orders on the payment payable again. So if a customer paid with a credit card but wants to pay with a different card, this is the perfect tool for this scenario.
To void or refund the entire amount click on the “Void Payment” button
You will be prompted to add a reason for the refund and pay the amount back to original credit card that was used for the transaction. You can also choose to refund the amount in cash or check.
After you submit the refund/void you can now pay the orders that were on the payment with a different payment method or add a coupon to them to fix any error that there may have been.