Refunding an order back to a credit card

To perform a credit card refund in PetExec:

Begin in the pet owners purchase history. From the owner menu-->purchase history.

Click on the order ID for the order you want to refund.  To refund back to a credit card, you must have an existing order with a credit card transaction.

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From the next page, click the Apply Refund button:

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On the owner refund screen:

  1. Select the product/service you want to refund. Change the price to perform a partial refund.  When the price is changed here, the total refund amount is updated below.
  2. Make sure the “CardPointe VOID”, “Braintree” or “Refund to First Data” button is selected.  This will ensure the refund goes back on the credit card.
  3. Confirm refund amount.  This amount comes from the total of the services selected above.
  4. Add a note to the refund order.
  5. Click Process Refund.  This will create a unique refund order that you can then see in the pet owner’s purchase history.

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Additional Notes:

  • To refund money back to a pet owner's credit card, you must have an order with a successful credit card payment processed.  It is preferable to perform a refund against the original payment order. If the original order was not processed in PetExec, you can use any order with a successful credit card payment, however, each order can only have 1 refund performed against it.
  • You cannot perform a refund for more than the original amount processed in the credit card payment order.
  • It may take up to 14 days for a pet owner to see a credit card refund on their account.
  • If a credit card transaction is processed, and then refunded the same day for the full amount, it will be processed as a VOID and the pet owner will not see either the original transaction or the refund transaction on their account.
Last Modified: Thursday, October 28, 2021 at 05:42 PM