USAEPAY REFUND GUIDE

This guide outlines how to search for transaction details and process refunds using USAePay.

NOTE: This is an alternative option for processing refunds; please use it only when instructed by Support.

IMPORTANT: Refunds processed through USAePay will not be reflected in the Admin Portal reports. Please keep this in mind when reconciling transactions.

Requirements

Before proceeding, gather one or more of the following details from the Admin Portal:

• Payment date and time
• Ticket number
• Cardholder's name
• Merchant reference number
• Last 4 digits of the credit card

Merchant Reference Numbers & Last 4 Digits of the Credit Card

You can find merchant reference numbers and the last 4 digits of the credit card in the following locations:

• Reports: Check reports such as "Electronic Payments" and "Credit Card Settled Detail."
• Admin Portal Ticket Search:
  • Go to “Ticket Search” on the left-hand side of the Admin Portal.
  • After searching for and selecting your ticket, scroll down to the "Payments" section on the ticket details page.
  • Click on the payment to view the transaction reference number, a unique identifier for that specific transaction in USAePay. 

How to Find Transactions in USAePay

Batches

If you know only the date and time of the transaction, it may be easiest to search under the "Batches" tab:

• Locate the batch that corresponds with the transaction's date and time.

Search Feature

If you have the ticket number, reference number, or last 4 digits of the credit card, use the search feature for a quicker lookup.

Searchable Fields

After selecting the "Search" tab, use the drop-down menu to access all searchable fields in USAePay. These fields correspond with the information you've gathered:

• Invoice: Flash Ticket Number
• Transaction ID: Reference Number
• Card Number: Last 4 digits of the Credit Card
• Cardholder Name: Applicable only to transient tickets paid with a credit card

How to Process Refunds in USAePay

NOTE: Before processing a refund confirm that the credit card charge has been settled. Refunds can only be processed for settled transactions. If the charge is not settled, an error message like the one shown below will appear:

1. Once you've located the transaction in USAePay, click on “Details”.

2. In the transaction details view, locate the "Quick Credit" box on the right-hand side.

3. Enter the amount to be refunded in the "Amount" field. The "Description" field is optional for any notes.

4. Click the “Credit” button to process the refund. Note that the credit will not process until the end of the day.

5. To confirm, view your most recent batch to see the credit. In the transaction details, you have the option to email or print a receipt. If printing, you can also save the receipt as a PDF.