Processing Refunds & Exchanges

From FloristWiki

Contents 1 Refunds and Ticket Search 2 Refunding Entire Sales with One-Click Refunds 3 Refunding Single Tickets with One-Click Refunds 4 Partial Refunds of Sales with One-Click Refunds 5 Partial Refunds of Single Tickets with One-Click Refunds 6 Handling Exchanges with One-Click Refunds 7 New Sale-Based Refunds and Exchanges 8 Refunds and Wire Out Orders

From time to time, you may need to issue a refund when a customer returns an item (or an entire order). You may also have to handle when a customer wants to exchange an item for another item, often costing different amounts. There are two types of refunds: one-click refunds and standard refunds.

One-click refunds are typically much faster to perform than standard refunds, and have the added benefit of associating the refund with the original sale and the original sale with the refund. That being said, there are limitations on when you can use one-click refunds. The sale cannot be incomplete, pending, or canceled. The sale or ticket cannot contain an item with a statement category of coupon. The original ticket cannot be a zero-amount sale, a debit memo, a credit memo, or a payment. Fortunately, the vast majority of sales you make will not have any of these limitations, and so you will be able to create a one-click refund for them. One-click refunds also remove orders from production if the order has not been delivered. If a refund is created prior to the order being delivered, the original order will not display in Mercury Delivery. (If you want to refund an order but the original ticket should still remain in production, the refund should be created manually using a new sale–based refund.)

New sale–based refunds involve creating a new sale to create a refund. You then can enter the returned items with refund indicators. In some circumstances, you can copy the existing sale and use that as a starting point for the refund. Standard refunds do not link the original sale to the refund. Typically, you should only perform standard refunds if you cannot perform a one-click refund or if a customer is returning only one or two items from an order that had many items. In the latter case, although you could perform a one-click refund, it may be more time consuming to remove all of the items the customer is not returning from the refund sale.

Additionally, the original ticket cannot be a zero-amount sale, a debit memo, a credit memo, or a payment.

Refunds and Ticket Search

Ticket Search displays original sales and sales that have been refunded. If you use a one-click refund on an order, the refund sale will display the associated sale number in the Recipient/Reference column (as long as you do not change the recipient name when creating the refund).

The text that displays reads Refund of Sale <Original Sale ID>. Once a refund is completed, the original sale used to create the refund is highlighted in light blue in Ticket Search.

You can also perform refunds by creating a new sale.

Refunding Entire Sales with One-Click Refunds

You can perform a one-click refund on most sales to refund the entire sale. You cannot, however, perform a one-click refund on a sale that contains an item with a statement category of coupon. If you attempt a one-click refund and the option to refund the sale is not available, this may be the reason.

To refund an entire sale using a one-click refund:

1. Perform a Ticket Search to locate the original ticket. You should perform the Ticket Search from where the order was entered—either in Order Entry or Point of Sale—by clicking Lookup.
2. When you have located the ticket in the Ticket Search window, right-click on the ticket in the results list and click Refund Sale.
3. FTD Mercury creates a refund sale in Order Entry or Point of Sale, depending on where you performed the Ticket Search. This sale contains all items and tickets in the original sale you selected. If it is possible to remove items from production (that is, they have not been delivered already), you are prompted to remove them. If you select no, you cannot continue with the refund.
4. Verify the items that are being refunded.
5. Click Complete. The Refund window opens.
6. Verify the payment information and type. You may need to change the payment type depending on how you want to issue the refund.
7. Click Complete.
8. If required, enter your employee name, password, and optionally any notes in the Audit Trail window and click OK.

Depending on the payment type, the customer’s house account is refunded, the customer’s credit card is refunded, or the cash drawer opens so you can refund the customer using cash.

Refunding Single Tickets with One-Click Refunds

If you have a multi-ticket order, you can use a one-click refund to refund a single ticket rather than the entire sale. You still cannot refund a ticket that contains an item with a statement category of coupon.

To refund a single ticket in a multi-ticket sale using a one-click refund:

1. Perform a Ticket Search to locate the original ticket. You should perform the Ticket Search from where the order was entered—either in Order Entry or Point of Sale—by clicking Lookup.
2. When you have located the ticket in the Ticket Search window, right-click on the ticket in the results list and click Refund Ticket.
3. FTD Mercury creates a refund sale in Order Entry or Point of Sale, depending on where you performed the Ticket Search. This refund sale contains the contents of the ticket you selected. If it is possible to remove items from production (that is, they have not been delivered already), you are prompted to remove them. If you select no, you cannot continue with the refund.
4. Verify the items that are being refunded.
5. Click Complete. The Refund window opens.
6. Verify the payment information and type. You may need to change the payment type depending on how you want to issue the refund.
7. Click Complete.
8. If required, enter your employee name, password, and optionally any notes in the Audit Trail window and click OK.

Depending on the payment type, the customer’s house account is refunded, the customer’s credit card is refunded, or the cash drawer opens so you can refund the customer using cash.

Partial Refunds of Sales with One-Click Refunds

In addition to refunding an entire sale using a one-click refund, you can also refund some items in a sale. Essentially, it is the same procedure, however, you need to remove the items the customer is not returning from the refund sale. You cannot use one-click refunds for sales containing items with a statement category of coupon.

To issue a partial refund of a sale using a one-click refund:

1. Perform a Ticket Search to locate the original ticket. You should perform the Ticket Search from where the order was entered—either in Order Entry or Point of Sale—by clicking Lookup.
2. When you have located the ticket in the Ticket Search window, right-click on the ticket in the results list and click Refund Sale.
3. FTD Mercury creates a refund sale in Order Entry or Point of Sale, depending on where you performed the Ticket Search. This sale contains all items and tickets in the original sale you selected. If it is possible to remove items from production (that is, they have not been delivered already), you are prompted to remove them. If you select no, you cannot continue with the refund.
4. For each ticket in the sale, remove the items from the product grid that are not being returned. To do so, right-click on an item and click Remove.
5. Verify the remaining items that are being refunded.
6. Click Complete. The Refund window opens.
7. Verify the payment information and type. You may need to change the payment type depending on how you want to issue the refund.
8. Click Complete.
9. If required, enter your employee name, password, and optionally any notes in the Audit Trail window and click OK.

Depending on the payment type, the customer’s house account is refunded, the customer’s credit card is refunded, or the cash drawer opens so you can refund the customer using cash.

Partial Refunds of Single Tickets with One-Click Refunds

You can also use one-click refunds to refund part of a ticket from a multi-ticket sale. You simply remove the items from the refund sale that the customer is not returning. You cannot use one-click refunds for tickets containing items with a statement category of coupon.

To issue a partial refund of a single ticket of a multi-ticket sale using a one-click refund:

1. Perform a Ticket Search to locate the original ticket. You should perform the Ticket Search from where the order was entered—either in Order Entry or Point of Sale—by clicking Lookup.
2. When you have located the ticket in the Ticket Search window, right-click on the ticket in the results list and click Refund Ticket.
3. FTD Mercury creates a refund sale in Order Entry or Point of Sale, depending on where you performed the Ticket Search. This sale contains all items in the original ticket you selected. If it is possible to remove items from production (that is, they have not been delivered already), you are prompted to remove them. If you select no, you cannot continue with the refund.
4. Remove the items from the product grid that are not being returned. To do so, right-click on an item and click Remove.
5. Verify the remaining items that are being refunded.
6. Click Complete. The Refund window opens.
7. Verify the payment information and type. You may need to change the payment type depending on how you want to issue the refund.
8. Click Complete.
9. If required, enter your employee name, password, and optionally any notes in the Audit Trail window and click OK.

Depending on the payment type, the customer’s house account is refunded, the customer’s credit card is refunded, or the cash drawer opens so you can refund the customer using cash.

Handling Exchanges with One-Click Refunds

You can also use one-click refunds to handle exchanges. When a customer wants to return one or more items and wants to replace them with other items that may not cost the same, you can use this procedure. Like other one-click refund operations, you cannot use this procedure if the original sale or ticket contains items with a statement category of coupon.

If the exchange results in money being owed to the customer, the exchange will be linked to the original sale. However, if the customer owes money after the exchange, the exchange will not be automatically linked to the original sale (because of this, you should add order notes including the original sale ID so you can determine the original sale for this refund).

IMPORTANT: You should not use a one-click refund for an exchange that involves a new delivery or wire out order. For this situation, perform the refund separately and then enter the new order as you normally would.

To perform an exchange using a one-click refund:

1. Perform a Ticket Search to locate the original ticket. You should perform the Ticket Search from where the order was entered—either in Order Entry or Point of Sale—by clicking Lookup.
2. When you have located the ticket in the Ticket Search window, right-click on the ticket in the results list and either click Refund Ticket or Refund Sale, depending on whether the items the customer is returning are from a single ticket in a multi-ticket sale (if it is a multi-ticket sale and all refunds are on one ticket, use Refund Ticket, otherwise use Refund Sale).
3. FTD Mercury creates a refund sale in Order Entry or Point of Sale, depending on where you performed the Ticket Search. This sale contains all items in the original ticket you selected. If it is possible to remove items from production (that is, they have not been delivered already), you are prompted to remove them. If you select no, you cannot continue with the refund.
4. For each ticket in the sale, remove the items from the product grid that are not being returned. To do so, right-click on an item and click Remove.
5. Add new items to the product grid as you normally would.
6. Click Complete. The Payments window or Refund window opens, depending on whether the exchange results in the customer owing money to you or the other way around.
7. Verify the payment information and type. You may need to change the payment type. If the new items cost less than the returned items, you will issue a refund to the customer. If the new items cost more, the customer will need to pay you the difference.
8. Click Complete.
9. If required, enter your employee name, password, and optionally any notes in the Audit Trail window and click OK.

If a refund is issued, depending on the payment type, the customer’s house account is refunded, the customer’s credit card is refunded, or the cash drawer opens so you can refund the customer using cash. If the customer owes you, depending on the payment type, the customer’s house account is charged, the customer’s credit card is charged, or the cash drawer opens for you to accept the customer’s cash or check.

New Sale-Based Refunds and Exchanges

The other type of refund you can perform is a new sale–based refund. Essentially, this is a negative-value sale, where you create a new sale and check the refund indicators in the product grid. This results in you owing the customer a refund, whether it be in cash, as a credit to their house account, or as credit back to their credit or debit card.

One situation where you must use a new sale–based refund is when the original sale contains a coupon. You might also use it if a customer is purchasing several items and only returning one item. One potential issue with new sale–based refunds is that there is no link between the original sale and the returned item. You can mitigate this by entering the original sale ID in the order notes for the new sale.

Refunds and Wire Out Orders

You cannot issue a refund for an order that has a wire out delivery zone, either using one-click refunds or new sale-based refunds. You must pick a different delivery zone for the order. When a one-click refund is created for a wire out order, the delivery zone is automatically changed to N/A. Refunds cannot be completed if the delivery zone is set to a wire out zone.

When one-click refunds are created, the fees and taxes associated with the original order are retained for the refund.