Payment refunds, disputes and provider events

All three live under Finance, Payments, beside Requests, Payments, Schedules, Payouts and Exceptions. The overview of online payments is in Take payments online.

Refunds

A refund sends money a payer paid online back through the provider that took it. Nobody approves their own.

1. Open the payment that was taken and posted, and choose Ask for a refund from its menu.
2. Give the Amount, or leave it empty to refund everything still refundable, and the Reason, for example that the bill was paid twice.
3. Choose Ask for the refund. It waits with the standing To approve.

Some limits apply, and the form says which. A provider may refund whole payments only, and one may send nothing back, in which case the firm refunds the payer another way. A part refund of office money cannot exceed what is not yet applied to bills, so take back an allocation first or refund the whole payment. A part refund of client money cannot exceed what the matter holds; nobody else's client money is used.

Someone else who may approve refunds opens it under Refunds and chooses Approve and send, or Reject with a note; the money then stays with the firm. A refund of the whole payment also reverses its receipt. The person who asked can Withdraw it before anyone approves.

A refund then reads With the provider until the provider answers, and Sent back once it has. If the provider refuses, it reads Failed and appears under Exceptions as a refund that failed, for the firm to deal with. Its page records who asked, who decided, the provider's word and the journal it posted.

Disputes

A payer who challenges a payment with their bank or wallet provider raises a dispute, and the provider sets a day to answer by.

1. Open the payment and choose Record a dispute (a dispute the provider sends of its own accord is recorded for you).
2. Give the Respond by day, the Amount disputed, which if left empty is the whole payment, and What the payer claims.
3. The deadline goes in the matter's diary.

On the dispute's page, File evidence attaches a document already on the matter. When the evidence has gone to the provider, choose Record evidence sent; every document filed went with it. Then choose Record the outcome: Won: the payment stands or Lost: the provider took money back, with the amount taken back (the whole amount if left empty) and a note. A loss posts to the books at once.

Disputes lists them by status (Open, Evidence sent, Won, Lost), with the claim, the amount and the day to Respond by. Open disputes also show under Exceptions.

What providers sent

A provider tells Docavra what happened by sending events as they occur. Events lists them as they arrived, with the event, the connection it came from, when it was received and What it did:

• Applied: it changed a payment, a refund, a dispute or a payout.
• Nothing to do: it needed no action.
• Matched nothing: it did not match a payment, refund or dispute the firm has. These count under Exceptions.
• Rejected: it was refused; a signature that Did not verify is the usual reason.
• Waiting: it has not been processed yet.

Filter by what it did and by connection. If an event arrived before the record it belongs to, choose Process again from its menu once that record exists; you are told what it did the second time. Who replayed it is kept on the audit trail.