This article provides a step-by-step guide to refunding a gift card purchase/reload when using Incentivio Payments for the gift card pooling account.
This article contains the following sections:
Refunding a transaction
To refund a transaction in the Incentivio Dashboard:
- Navigate to Payments > Transactions. Find the transaction using the customer's phone number, or by filtering through fields such as Payment Type or Account.
- Click on the transaction. A drawer will pop up on the right-hand side of the screen with the order and payment details.
- Click Refund.
- Select whether this is for a Partial Amount or the Full Amount. For partial refunds, enter the Refund Amount in the second box; otherwise, move on to the Refund Reason and Employee Name (that is issuing the refund.)
- If you would like to receipt to the guest as proof of their refund, check the box next to Send refund receipt to customer.
- Click the blue Refund button at the bottom. The transaction status will update to either Refunded or Partially Refunded.
Removing value from a gift card
- Navigate to Marketing > Gift in the Incentivio admin portal.
- Use the gift card lookup to find the transaction by gift card number, owner email, sender email, or recipient email. Click View button on the right-hand side to view the gift card details.
- Under Administrator Adjustments, select Remove Value (to remove only part of the gift card's value), or select Set Balance to Zero to quickly remove all value from the card.
- Select which store to attribute this change in value to. If the gift card was purchased digitally, select Pool Account. This is to help ensure no variance is created on your gift card liability report.
- Click Submit.
- If this is a physical gift card that you would like to re-sell at a later date, you can also take the additional step of deactivating the card. Under Administrator Adjustments, select Deactivate, and click Submit.