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Refunds

The Refunds page allows you to view and track all refund requests processed through the Fare Adjustment Tool.

Refunds List

Accessing Refunds​

Click Refunds in the left navigation menu to open the Refunds page.

Page Layout​

Date Range Filter​

At the top of the page, you'll find a date picker to filter refunds by time period:

  • Last 7 days (default)
  • All time - view all refunds regardless of date
  • Custom date ranges can be selected

Refresh Button​

Click the refresh icon on the right side to reload the refund data with the current filters.

Refunds Table​

The main content area displays a table of refunds with the following columns:

ColumnDescription
DateThe date the refund was initiated (click to sort)
TimeThe time the refund was initiated
RefundThe refund amount. If multiple refunds exist for the same charge, additional amounts appear in parentheses (e.g., "$12.00 (+$10.00)")
ChargedThe original amount that was charged
StatusThe current status of the refund (e.g., "Accepted")
First NameCustomer's first name
Last NameCustomer's last name
Created ByThe staff member who initiated the refund
View transactionLink to view the original transaction details

Understanding Refund Statuses​

Refunds go through several stages as they are processed:

StatusDescription
AcceptedThe refund has been accepted and processed successfully (shown with green badge)
PendingThe refund has been submitted and is awaiting processing
CreatedThe refund request has been created in the system
RejectedThe refund was rejected by the payment system
ErrorAn error occurred during processing

Most refunds will show as Accepted once they have been successfully processed.

Initiating a Refund​

Refunds are initiated from the Transaction Detail page, not from the Refunds page. To process a new refund:

  1. Navigate to Transactions or find a customer in Customers
  2. Click View on the transaction that needs a refund
  3. On the Transaction Detail page, click Issue Refund in the Charges and Refunds card
  4. Complete the refund form with type, reason, amount, and notes
  5. Review and confirm the refund request

For step-by-step instructions, see Issuing Refunds.

The refund will then appear on this Refunds page.

Working with Refunds​

Sorting Refunds​

Click on the Date column header to sort refunds:

  • Click once for descending order (newest first)
  • Click again for ascending order (oldest first)

Filtering by Date Range​

To view refunds for a specific period:

  1. Click the date range picker
  2. Select the desired time period
  3. The table will update to show only refunds within that range

Tracking a Specific Refund​

If a customer inquires about a refund:

  1. Search for the customer on the Customers page
  2. View their Refunds tab to see all refunds for that customer
  3. Or use the Refunds page to search by date when the refund was processed

Common Tasks​

Reviewing Daily Refund Activity​

  1. Set the date range to the current day
  2. Review all refunds processed that day
  3. Check for any failed refunds that need attention

Investigating a Rejected or Error Refund​

If a refund shows as Rejected or Error:

  1. Click View transaction to see the original transaction
  2. Note the customer name and refund details
  3. Navigate to the customer's detail page for more context
  4. Contact your administrator if the issue persists
  5. Re-attempt the refund if appropriate

Auditing Refund Activity​

To review refund activity for a specific period:

  1. Set the appropriate date range
  2. Review the refunds processed
  3. Note the Created By column to see who processed each refund
  4. Use Reports to export data for detailed analysis

Next Steps​