Create a Refund to Represent a Voided Payment

Voided payments often occur to correct a payment that was processed incorrectly—for example, if a customer has a credit card set to autopay but decided after the payment was settled that they wanted to pay using a different card. A credit card transaction can be voided only before settlement. After settlement, you must process it as a refund. After you void a settled transaction in the payment gateway, Generally Accepted Accounting Principles require that you record the void action in Salesforce Billing. To record the void action, create a refund equal to the payment’s total amount, and then allocate the refund to the payment. (Salesforce Billing Managed Package)

Important The payment transaction’s Void button is not currently supported.

1. Log in to your payment gateway and void your transaction. Take note of the transaction’s amount, and confirm that it matches the value of the payment created for it in Salesforce Billing.
2. Go the Salesforce Billing payment record for your voided payment and click Refund.
3. Give your refund the following values.
   • Amount to Refund: the full amount of the voided payment
   • Refund Mode: External
   • Refund Payment Method: The same payment method used to create the voided payment
   • GL rule, GL treatment, and Legal entity: As needed based on your GL reporting requirements
   Salesforce Billing creates a refund line (payment) for the entire balance of the payment record.