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Manage Your Billing Processes with Salesforce Billing
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            Void Electronic Refunds

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            Void Electronic Refunds

            Void an electronic refund. (Salesforce Billing Managed Package)

            Required Editions

            Available in: Salesforce Billing Winter ’19 and later
            1. Log into the payment gateway and confirm that the refund transaction’s Transaction Status is in the “Refund/Pending Settlement” status. If a transaction is settled and requires the reversal of the refund, charge the customer again using the original payment method, instead of voiding the refund.
            2. Go to Salesforce and find the invoice record that you want to adjust. The invoice status must be Posted and the invoice payment status must be Unpaid.
            3. From the invoice related list, go to the payment record that you unallocated when you started the refund process.
            4. From the payment record dropdown menu, click Allocations
            5. In the Payment Allocation UI under the invoice lines section, click Corresponding Invoice Record.
            6. In the amount field, enter the amount you wish to reallocate. Make sure to include a currency sign in your amount.
            7. Click Allocate.
              Salesforce Billing shows a message letting you know that the payment was successfully allocated. The page reloads and the invoice that you allocated remains under the Invoice Lines section.
            8. Click Cancel to close out of the payment allocation UI page.
            9. Verify that the payment status on the invoice record shows is Unpaid and the invoice status is Posted.
            10. Go to the Account record dropdown menu arrow and click Refund.
            11. In the Refund UI, under the Existing Refund Payments section, click Unallocate next to the corresponding refund record that you need to unallocate.
              The recently unallocated refund record is removed from the Existing Refund Payments section and is now listed under the Refund Payments section.
            12. Click Cancel to close out of the Refund page and to go back to your account.
            13. Log in to your payment gateway.
            14. Void the transaction that is pending settlement. Remember, the Salesforce payment response gateway ID could be the same as the payment gateway transaction ID.
              At this stage, you've voided the refund and your values are lined up with Salesforce Billing.
            15. In Salesforce Billing, go back to the payment record. The payment record’s status shows as Posted.
            16. From the payment's dropdown menu, click Allocations.
            17. In the Payment Allocation UI under the Invoice Lines section, click the checkbox under the Select column to select the corresponding invoice record that you need to allocate toward.
            18. Choose the amount you want to allocate and then click Allocate.
              • The corresponding allocated invoice record is removed from the Invoice Lines section. The Existing Invoice Line Allocations section appears and the payment associated with your corresponding allocated invoice is listed under this section.
              • To confirm you've successfully backed out the refund, check the status on the invoice record. The invoice status should now show Posted and the invoice payment status should now show Paid.
             
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