How do I confirm that a refund back to a credit card was successfully processed in PetExec?

Credit card refunds are only successfully processed back to the credit card if the “Refund to CardPointe”, “Braintree” or “Refund to First Data” button is selected while performing the refund.

Here is how you can tell if a refund order was processed correctly:

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

Click on the refund order id button, scroll to the bottom of the order and the order history section.  When a refund is successfully processed you will see this logging in the order history at the bottom of the order indicating the refund was processed to the card processor. The logging will show the name of the card processor (in this example it is CardPointe).

When a refund is NOT successfully processed back to the credit card you will see this logging in the order history at the bottom of the refund order, "Internal to PetExec only - Did not go outside for processing"

 

confirm refund 2.png (206 KB)

If a credit card refund is "Internal to PetExec only" it is most likely due to this button not being selected when processing the refund.  If there is more than one item in the Payment History section, the button will often not be selected by default.   Ensuring the “Refund to CardPointe”, “Braintree” or “Refund to First Data” button is selected while performing the refund is critical to that refund being processed back on the credit card.

 

 

If the intent is to refund an order back to the credit card, and instead, the refund is "Internal to PetExec only - Did not go outside for processing", the best option is to complete a new refund order.

 

 

 

 

Last Modified: Thursday, February 10, 2022 at 03:33 PM