Overview

There are a few scenarios that come up that a refund will need to be created. The following is an explanation of the scenarios and what steps need to be taken to refund the customers.


Table of Contents


Regular Payments Used:

If Payment was Created and Added to a Deposit in a Closed Month:

Solution:

  1. Create a Misc. Invoice for the appropriate property and use the drop down of Customer Refund.

  2. Create a Credit Memo and check the checkbox Credit As Expense. If the Expense field has no options in the drop down, you can add your own Payment Categories in the Admin List area of Aspire.

    1. Our best practice is to create a category of “Refund,” or “Customer Refund.” Then you can apply the Credit Memo to the Misc Invoice to in Aspire.

  3. In the company’s accounting system, create an account called Refund Customer/ Bounced Check. Then, cut a check for the refund within the Accounting system to send to the customer.

📌 Note: We create the Misc. Invoice and Credit Memo in Aspire so there is a record of the transaction for the EOM process.


If Payment was Created, Applied to Invoice, Added to a Deposit, but Not in Closed Month:

Solution:

  1. Go to the deposit the payment was on.

    1. If unsure of which deposit it was on, go to the Invoice list and add Deposit Date to the display when searching for the Invoice that is needing the refund. You can then use the date to look up the deposit the Invoice was included on in the deposit list.

  2. Reset the Deposit to New and take off the payment(s)

  3. In your accounting system, delete the original deposit out so there is not an opportunity for a duplicate record.

  4. In Aspire, delete the Payment record out.

  5. Create and apply a credit memo for the amount that needs to be refunded to apply to the Invoice. Make sure the Credit As Expense checkbox is checked. It will give the Expense drop down where they can specify a Payment Category for Refund

    1. It will then be recorded to their Accounting System at the EOM process.


Credit Card Electronic Payment Used:

If Electronic Payment was Created and Added to a Deposit in a Closed Month:

Solution:

  1. This is the only scenario that you will need to go into your company’s Clover Connect account

  2. Use the Transaction number, or, in Aspire, the Reference Number to find the Electronic Payment.

  3. There is an option that will allow you to refund the card or bank account directly from Clover Connect.

  4. In Aspire, you will need to create a Misc. Invoice called Customer Refund.

  5. Create a credit memo with the Expense checkbox checked to specify the Payment Category of Refund towards it.

    1. It will then be recorded to their Accounting System at the EOM.

    2. This will not open the invoice back up to be able to pay again in Aspire, so if you have a need to pay it later, a Misc. Invoice will need to be created to apply a separate payment to for the account.


If Electronic Payment was Created, Applied to Invoice, and Added to a Deposit Not in Closed Month:

Solution:

  1. Go to the deposit the payment was on.

    1. If unsure of which deposit it was on, go to the Invoice list and add Deposit Date to the display when searching for the Invoice that is needing the refund. You can then use the date to look up the deposit the Invoice was included on in the deposit list.

  2. Reset the Deposit to New and take off the payment(s)

  3. In your accounting system, delete the original deposit out so there is not an opportunity for a duplicate record.

  4. In Aspire, go to the Electronic Payment and there will be an option for Refund available in the triple dot menu.

    1. This will open the Invoice back up for them to repay if needed.

    2. If the customer does not need to repay, create a credit memo with the Expense checkbox checked to specify the Payment Category of Refund to apply to the Invoice

      1. Or you can then delete the Invoice as long as the Invoice is not in a closed month.


ACH Electronic Payment Used:

⚠️ Please note that if needing to refund an ACH payment, when integrated with CloverConnect, the option to Void the ACH payment will only be available in Aspire for a short time period.

If the ACH payment was created prior to 6:30 PM Pacific Standard Time (PST) for that day, the option to Void the Payment will be available until that time. If it's created after 6:30 PM PST, it will be available to void until the following day at 6:30 PM PST.

In the case that it’s beyond this time frame please follow the following steps to Void or Refund the ACH payment:

  1. Go into your CloverConnect Account and use the Reference Number in Aspire for the ACH payment to search the Transactions for the ACH payment

  2. Click into it and then you can either Void or Refund the ACH payment

  3. In Aspire, you will need to create a Misc. Invoice called Customer Refund.

  4. Create a credit memo with the Expense checkbox checked to specify the Payment Category of Refund towards it.

    1. It will then be recorded to your Accounting System at the EOM

    2. This will not open the invoice back up to be able to pay again in Aspire, so if you have a need to pay it later, a Misc. Invoice will need to be created to apply a separate payment to for their account.

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