How to Process and Record Refunds in Deskworks

You can issue and record different types of refunds in Deskworks, including credit/debit card, ACH, and manual refunds like cash or check. This article explains how each refund type works in Deskworks and when an automated notification is sent to the user. 

Automated Refund Notifications

• Credit/Debit Card refunds: An automated email notification is sent to the user.
• Cash, Check, ACH, Write Off, Other: An automated email notification is NOT sent to the user.

Credit/Debit Card Refunds

Refunds for payments made by Credit or Debit Card can be processed directly in Deskworks. To do this:

1. Click BILLING > CHARGES/PAYMENTS 
2. Click EDIT (pencil) next to the order you want to modify 
3. Click ADD A REFUND. Under "Using", from the dropdown select Credit/Debit Card and enter the amount to be refunded
4. Click SUBMIT REFUND

Note: The refund must be issued on an invoice that contains a credit/debit card payment equal to or greater than the refund amount. 

Refunds must go back to the same card used for the original payment, and that card must still be on file.

If these conditions aren't met, process the refund through your payment processor directly, then record it in Deskworks using “Other”.

ACH/EFT/Direct Debit Refunds

ACH refunds cannot be processed directly in Deskworks. Instead, refund the payment through your processor, then record it in Deskworks to keep your income records and reports accurate. To record the refund:

1. Click BILLING > CHARGES/PAYMENTS 
2. Click EDIT (pencil) next to the order you want to modify 
3. Click ADD A REFUND. Under "Using", from the dropdown select Other and enter the amount to be refunded
4. Click RECORD REFUND

More ACH Resources:

ACH Features and Notes →

Reversing Returned or Failed ACH Payments →  

Other Types of Refunds

The "Using" dropdown includes several other refund options:

• Cash
• Check
• Write Off/Comp 
• Other

These refund types DO NOT initiate a transaction with a payment processor. Instead, they are used to record refunds made outside Deskworks, so your income records and reports stay accurate.

Security Deposit Refunds

See this article for steps to refund security deposits:

Refunding Security Deposits →

Reversing Returned or Failed Payments

See this article to reverse failed or returned payments: 

Reversing Returned or Failed Payments →