How to process returns
Handling returns can be divided into two different types of returns: returning a settled invoice and returning an unsettled invoice i.e. not yet remitted to the merchant.
Returning an unsettled invoice
Unsettled invoices that are eligible for return are those with status Paid or Partially Paid. Invoices that are cancelled cannot be returned. Invoices that are status Settled are addressed in the second part of this article.
Unsettled invoices can be returned by following the steps below:
- Step 1 - Go to Invoices - Log into the Aegis merchant dashboard and select the Invoices tab.
- Step 2 - Select return - Go to the invoice you wish to return and select the bi-directional arrow button to initiate a return. Note that this button will appear only for invoices that are eligible for return. Once you have selected the return button you will be asked to confirm whether or not you wish to proceed with the return. Be warned that returns are executed very rapidly and that you must be 100% sure that you intend to request the return as once requested, it is very unlikely it can be reversed.
- Step 3 - View Returns - By this step your return has been initiated. You can follow-up with the status of your return including verifying the deposit password if sent via Etransfer as well as the send method of the return by going to your Aegis merchant dashboard and selecting the Returns tab. If you note any returns here with the status Admin action required, please contact your Bloc Pay account representative immediately as there may have been an issue when attempting to return the funds to the customer.
Similarly, these types of invoices can also be returned through the API by using our API documentation.
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Returning a settled invoice
Settled invoices are ones wherein the funds have already been sent to the merchant meaning Bloc Pay no longer has those customer funds. Merchants are still able to request a return for invoices marked as Settled, however the speed by which they are processed, if at all, is dependent on:
- If the invoice is less than 30 days old; and
- If the invoice amount when debited from the merchant's floating security deposit balance with Bloc Pay does not go below the lower-bound threshold for this merchant account.
If a Settled invoice satisfies the two conditions above, the invoice will be returned in the same manner as if it were a Paid or Partially Paid invoice. If it does not satisfy these conditions, the invoice will be marked as Admin Action Required, and a Bloc Pay admin will contact you shortly.
Similarly, these types of invoices can also be returned through the API by using our API documentation.
How do customers receive their money
Invoices are returned in the format the payment was made in. For example, a credit card payment will result in the return being credited back to the customer's credit card in the event of a return. The exception is if calling returns via API. When calling returns via API, the merchant has the option to enable the e-transfer Override. This override is a boolean input allowing for a merchant to select True in order to force a return to be sent via e-transfer rather than the original payment method. This override option is only possible for credit card and PAD based payment methods.