One of the benefits of using the Payment Enablement is the ability to Refund a transaction directly through the folio in Clock PMS+. However, in some very rare cases you may not have enough In-process funds in your Adyen account to fully process the refund.
How to initiate a Refund through Clock PMS+?
To initiate a refund for a transaction:
- navigate to the Folio where the transaction/payment is posted
- click on the dots, select refund and complete the steps
Important considerations
- you can refund a transaction only once - for the full or partial amount.
- you cannot refund an amount larger than the value of the transaction.
- If there are several transactions in the folio, you can refund from each transaction.
- if you do a partial refund, but later you need to refund also the remaining amount:
- login to your Adyen essentials account and navigate to the Payments section
- locate the transaction and click it.
- Scroll to the refund section and enter the remaining amount you want to refund and complete the process.
- Go back to the folio in Clock PMS+ and post a negative payment indicating the second refund.
What are 'In-process' funds?
In-process funds are amounts from transactions that have been processed but not yet paid out to your bank account (due to the 11-day payout delay period). When you initiate a refund, Adyen uses these funds to perform the refund to the cardholder, offsetting the refund amount from your future payouts.
When might I not have enough In-process funds?
You may not have enough in-process funds if you haven't processed any transactions for at least two weeks, and Adyen has paid out all previous funds to you. Without ongoing transactions, there will be no funds available for refunds.
Important: Adyen provides 1,000 EUR (or equivalent in other currencies) to facilitate refunds if your in-process funds are depleted. Any amount used from this reserve will be offset against your future payouts. Once you've exhausted this 1,000 EUR limit, further refunds will not be fully processed.
How do I know a refund didn't complete due to insufficient In-process funds?
When you initiate a Refund through the Folio in Clock PMS+, the negative payment will be immediately posted (unless there are other issues preventing the refund). If there aren't enough funds to complete the refund, Adyen will notify us, and a task in the "Payments" ToDo channel will be generated. This message will contain the transaction PSP reference number and the refund reference number.
Important:
- The negative payment posted when you initiated the refund will remain even after the notification.
- Ensure your Clock PMS+ user account has the "Payments" ToDo channel enabled to see the notification on your Clock dashboard.
What to do when this happens?
Loading your merchant account with funds
In order to complete the Refunds, you must load your Adyen merchant account with funds. This can be done in 2 ways:
- Process transactions - charge cards through Clock PMS+ or have guests pay online or on a terminal.
- Submit funds to your Adyen account - Contact Clock support at clockpms@clock-hs.com and state that you do not have enough funds to process refunds and specify the amount you need to refund. Our team will generate a payment link through which you can load your Adyen account with funds.
Completing the refunds
In Adyen:
- once you've loaded your merchant account with funds, login to your Adyen Essentials account
- navigate to the 'Payments' section and locate the transaction(s) you want to refund
- click on them and follow the steps to complete the refund.
In Clock PMS+:
- You don't need to do anything in Clock PMS+. The negative payment indicating the refund was posted to the folio before you received the notification about the lack of in-process funds.