Payment History, Refunds, and Disputes
- Andres Toledo
In this article, you will learn how to see your payment history, process refunds, and manage disputed payments for Koronet Payments transactions.
User Roles: Accounts Receivable, Admin, and Cashier.
Table of Contents
Payment History
Upon activation of Koronet Payments within your company, a dedicated tab will appear within the Accounts Receivable (A/R) menu. This tab, labeled "Koronet Payments," provides comprehensive insights into payments received through the Koronet Payments platform.
The total payment amount displayed includes the processing fee, if you want to see the total amount you’ll receive in your bank, you can check the Net amount in the payment details.
If you click a specific line, you will see the details of that payment, including a timeline and the processing fee your company is charging. You can also export payment reports from this screen.
You can identify receipts from Koronet Payments in the A/R Payment History screen in the check reference column for transactions with an ID starting with the letter S.
Refunds
Refund Timelines and Important Information:
ePayments: Up to 180 days from the original transaction.
Credit Cards: Up to 90 days from the original transaction.
Customer Impact: The refunded amount may take up to 10 business days to appear in the customer's bank account.
Refund Email: Don't worry. Even though the money will take time to arrive, your customer will receive an email notification as soon as you initiate the refund. This way, they'll know to keep an eye out for it!
Partial Refund
To issue a partial refund, do the following instructions:
Go to A/R and select Receive Payment.
Enter the customer name for which you want to process the refund and hit the Enter key.
Select the payment method.
Check the option "Refund the open credits to the customer."
Click on the link in the message "This account has $XXXX in open credits. Click here to apply."
The Available Credits screen window will open. Select the credits you want to refund and click on Close.
You will be able to see the refund total. Choose the Payment Date and Payment Method and complete all the required information.
Click on Save and New to continue on the same screen, or click on Save & Close to return to the Payment History screen.
There are multiple variables when processing a refund, so if you have any questions, please read Common Scenarios.
Multi-Location Companies
When searching for the payment, be sure to select the location where it was applied.
Full Refund
To issue a full refund, do the following instructions:
Go to A/R > Payment History.
Search the payment.
Click on CC Refund - Full from the Actions column. A confirmation window will appear.
Click on Continue to finish.
The system will mark the payment with an icon identifier, user name, and timestamp when the refund was applied.
Identify Refunds
There are two ways you can visualize refunds in Komet Sales; read below to see a description of each:
Option One: From the Payment History
A refund will be identified in the system as a negative payment. From the Payment History screen, a refund transaction will have an R next to the control #.
Option Two: In Reports
Reports generated from the Payment History & Editing Payments screens (Payment History and Payment Details) will easily identify refunds since the Applied amount and Payment Total values will be negative.
Common Scenarios
Case | Result | Solution |
|---|---|---|
The order related to the open credit was paid using only one Koronet Payments payment method. | The system will only permit refunds to be issued to the original payment methods used.  | The system will refund the funds to the customer's payment method. |
The order related to the open credit was paid using multiple KometPayment methods. | The system will allow you to refund a custom amount to multiple payment methods.  | Please select the amount you wish to refund for each payment method. It's important to note that you cannot exceed the maximum original payment amount for each payment method. You have the flexibility to distribute the credit refund as you wish, but there are two conditions you must meet:
|
The refundable credit amount for the order exceeds the total amount paid by credit card or any other KometPayment method and the order was paid using multiple forms of tender. | The system will first refund the Koronet Payments payment method and then refund exceeding funds to the other selected payment method.  | The customer will need to be refunded the exceeding funds using a different payment method and the process will need to be done manually. |
The payment for the order was made using multiple forms of tender. You attempted to apply for a credit card refund using an open credit, but the maximum amount for refunding credit card payments or KometPayment payment methods has already been reached. | When refunding, if the maximum amount for a credit card payment has been reached, you will need to select another payment method to refund the customer.  | The customer will need to be refunded the exceeding funds using a different payment method and the process will need to be done manually. |
The open credit amount to refund is greater than the amount paid with the credit cards when the order was paid with multiple KometPayment payment methods. | The system will refund the maximum amount of each card and allow for the remaining credit to be refunded using a custom payment method.  | The customer will need to be refunded the exceeding funds using a different payment method and the process will need to be done manually. |
Disputes
In case of payment disputes, you can review and manage them directly from Komet Sales. In there, you can review the dispute reason, status, and date. To process disputes, do the following instructions:
Go to A/R and select Koronet Payments.
Click on Disputes.
Click on the charge to review the information and decide whether to counter or accept the dispute.
In case you want to counter the dispute, follow the instructions in the modal to fill out the form, attach evidence, and submit your response. If you need more information, click on Step by step guide in the information modal.
Disputes are time-sensitive procedures; ensure you take action as soon as possible to avoid problems. Once you respond, it can take up to 45 days for a dispute to resolve.
If you need more information about dispute code categories and defense guidelines, you can read a detailed guide in Stripe’s documentation.
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