Articles in this section

Refund process

Avatar
Leigha Walker
Updated
Follow

Two refund methods are available. An online refund processes the payment directly through the original invoice and returns funds to the member's credit card. An offline refund covers payments made by check, cash, or through your payment processor when the online option isn't available in MC Professional.

Caution: If a member changes their form selections and needs a refund, refund through the form submission — not the invoice. Refunding through the invoice without updating the submission creates a mismatch between the submission balance and the invoice balance.

Refunding directly through an invoice

  1. Go to the original paid invoice. Two ways to find it:
    • From the member profile: Go to the member's profile and select Invoices.
    • From the Invoice List: Go to Financial > Invoices, then select the invoice number. See Invoice List for more detail.
  2. On the open invoice, select REFUND.
  3. In the Refund Invoice window, enter the refund amount in the Refund column, then select REFUND INVOICE.
  4. Select SETTLE on the credit memo.
  5. Select SETTLE ONLINE or SETTLE OFFLINE based on the original payment method:
    • SETTLE ONLINE: For credit or debit card payments. Your payment processor returns funds to the original card within approximately 48 business hours.
    • SETTLE OFFLINE: For cash or check payments.
  6. The credit memo shows as paid.
Note: If the invoice was generated from a form submission, the credit memo appears as a new tab on the Submission list page. Otherwise, find it under Finances > Invoices.

Refunding through a form submission

If a member's form selections have changed and a refund is needed, edit the submission first to generate a credit memo. Refunding through the invoice without updating the submission creates a balance mismatch.

Note: This method marks the invoice as refunded offline only — it does not return funds to the member's credit card. To return funds to the original card, issue an offline refund or contact your payment processor to process the refund manually.
  1. Go to Forms > Forms List.
  2. In the submissions column, select the number of submissions for the form.
  3. Select the Submission ID, then select Edit in the upper-right corner.

  4. Select the arrow next to the member's name and update the submission as needed.

    For example, if a member is removing a paid selection, deselect it.

  5. Select Save.
  6. When a price change is detected, the Submission Price Changes pop-up appears. Select Create a new credit memo.
  7. Complete the credit memo fields:
    • Select Add a line item and enter the refund amount.
    • Enter a description of what the refund is for.
    • Choose the revenue account linked to the transaction.
    • Choose your payment processor.
    • Choose the invoice template to attach this credit memo to. The selected template determines which notifications are sent, so select the correct one.
  8. Select the credit memo associated with the submission.
  9. Select Manage Invoice.
  10. Select SETTLE, then select SETTLE OFFLINE.
  11. The credit memo shows as paid.
Note: The credit memo appears as a new tab on the Submission list page for the member's submission. It's also accessible under Finances > Invoices.

Frequently asked questions

Why am I getting an error when attempting an online refund?

If the charge was made within the last 24 hours, it may not have settled in the member's bank account yet — wait until the next business day and try again. If the refund has already been processed through your payment processor, MC Professional prevents processing it twice.

When will a member get their money back on their credit or debit card?

Refunds are typically processed by the end of the business day. If both your payment processor and MC Professional show the settlement as approved, ask the member to check with their bank for confirmation.

I accidentally selected Settle Offline when it should have been Settle Online. What should I do?

Sign in to your payment processor and complete the refund there. To identify which processor you're using, go to Financial > Invoices and select Payment Processor. Then process the refund directly through that processor.

Alternatively, contact help@memberclicks.com to request deletion of the credit memo tied to the offline refund, so the refund process can be restarted.

Related articles