What happens if you create a payment incorrectly? Since payments cannot be deleted, you have two options:
Refund the payment
Void the payment (applies to credit card or ACH payments only)
Refund vs Void
When you open a payment, you will see a "REFUND" or "VOID" button in the top right corner
Cash and check payments will always show "REFUND" button
ACH/Credit Card payments will show "REFUND" or "VOID" button depending on whether or not the batch with Nuvei has settled for that day. Most companies have their batch set to settle sometime in the early evening every day.
If the batch HAS NOT settled since you've processed the ACH/Credit Card payment, a "VOID" button will be shown.
If the batch HAS settled since you've processed the ACH/Credit Card payment, a "REFUND" button will be shown.
Refunding a payment will mark that payment as refunded and create a refund note to offset the customer balance.
When refunding a credit card or ACH payment - The refund will be processed automatically through Nuvei and no further action is required.
When refunding a cash or check payment - Pool Brain will record the refund, but no transaction is actually processed here. You will need to return the funds to your customer outside of Pool Brain (cash, check, etc) to complete the refund transaction.
Voiding a payment will delete it from Pool Brain as if it never happened and the customer will not be charged.
IMPORTANT:
You should NEVER process any refund directly in the Nuvei dashboard because that will not sync back to Pool Brain, QBO or anything else. You should always process refunds directly in Pool Brain because it will reflect the refund in Nuvei and QBO as well. It's also the easiest way :)
How to Refund a Payment
Click on any Payment to open it
Click the "REFUND" button in the top right corner
If this is a Credit Card/ACH payment where the batch has not settled, you'll need to Void the payment
Click the "REFUND" button
TIP: You will need to Unapply the Payment from any invoices before you create the refund.
The payment status will be changed to "REFUNDED" and a refund note will be created to offset the customer balance properly
Partial Refunds are not possible. If you only need to do a partial refund, refund the full payment amount and then re-charge the correct amount.
How to VOID a Credit Card or ACH payment
Click on a Credit Card or ACH payment
Click the "VOID" button to void the payment.
You will only see a "VOID" button in the top right corner if the payment was processed the same day, and the batch with Nuvei has not settled yet.
If you do not see the Void button, the batch has settled and the Payment will need to be refunded.
TIP: You will have to Unapply the Payment from any invoices before you void the payment.
The payment will be deleted from Pool Brain and the Customer will not be charged