How to Initiate a Refund for Credit Card Payments in Xoro

When handling transactions in Xoro, situations may arise where a refund needs to be issued. Refunds can be processed back to the original card used for payment. The payments received can be refunded in Xoro through the payment gateways if the payment method selected is “Credit Card”. This guide outlines the steps to follow when the payment method used is a credit card. This helps to manage refunds correctly to ensure a smooth process and to maintain accurate financial records.

Refunding Deposits

To refund the customer deposit, follow the steps below:

1. Navigate to the Customer Deposit Centre in Xoro and locate the deposit you wish to refund.

2. Right-click on the deposit and select the "Refund Balance" option.

   
3. If the deposit was made through card processing, the “Process Card” checkbox under the “Refund Via” will be automatically selected and disabled to ensure that the refund is sent to the card on which it was received.

   
4. Click on "Refund Deposit".

   
5. The card will be auto-processed, and the refund will be issued. You can check the refund transaction in the Customer Refund Centre.

   

Partial Refunds

• If you’re issuing a partial refund, simply enter the amount that needs to be refunded.

  
• The remaining balance will be preserved in the system.

• The status of the deposit will change to “Partially Refunded”.

  

Customer Deposit Refund Email Notification

Step 1: Enable the App Configuration “Send Customer Deposit Refund Email” from Menu → Configuration → App Config → General.

Step 2: Configure the refund email template from the Email Template settings:

• Select Refund as the entity and choose the Customer Deposit Refund Receipt (Default) template.

• Modify the subject or email content if required.

Step 3: Process the customer deposit refund using the standard refund steps described above.

Step 4: The system automatically sends the refund notification email to the customer’s Billing Email.

If the Billing Email is not available, the email is sent to the customer’s Main Email.

Refunding Paid Invoices

If an invoice has been paid using a credit card and you want to issue the refund back to the card. To process the refund, you can create an Invoice Credit Memo, Credit Memo or RMA (Return Merchandise Authorization) for the amount that needs to be refunded. You can then refund the balance on the credit memo and RMA.

When issuing the refund, make sure to click "Process Card" option under the "Refund Via" section. The credit card number used to make the payment will be automatically populated in this field.

The credit memo can be issued for the total or a portion of the original payment.

Please note that it is strongly recommended, that if a payment is processed in Xoro through the Cards, then it should not be refunded directly from the Payment gateways. The refunds should be initiated from Xoro by Voiding/Refunding a transaction. Voiding/Refunding a transaction outside of Xoro detaches the transaction and then needs involvement from the dev team to fix the issue. This only applies to the payment transaction that is processed via Xoro.