To perform a partial credit card refund, the steps are the same as a full refund except for changing the amount of the service in the Apply Refund page.
Start in the pet owner’s purchase history from the owner menu (3 lines to the left of their name) -> Purchase History.
Click on the order ID for the order you want to refund. It is always best to refund the original order. To refund back to a credit card, you must have an existing order with a credit card transaction.
From the next page, click the Apply Refund button:
On the owner refund screen:
- Select the product/service(s) you want to refund including the Stripe “Processing Fee” (if applicable). A partial amount can be refunded by adjusting the amounts and a void is only valid for the total amount. When the price is changed here, the total refund amount is updated below.
- Make sure the "Refund to Stripe”, CardPointe”, "First Data", “Braintree”, or "Bambora" button is selected. This will ensure the refund goes back on the credit card.
- Select Payment Type = "Credit".
- Confirm the Total Refund Amount. This amount comes from the total selected in the Associated Services section plus tax if applicable.
- Add a note to the refund order. For future reference, we recommend adding a detailed note about why the refund was needed.
- Click Process Refund. This will create a separate refund order in the pet owner’s purchase history.
Additional Notes:
To refund money back to a pet owner's credit card, you must have an order with a successfully processed credit card payment. If the original order or payment is not in PetExec (i.e. the order or payment history was deleted), you may need to issue the refund directly in your payment processing gateway.
You cannot perform a refund for more than the original amount processed in the credit card payment order.
It may take 3-4 business days for a pet owner to see a credit card refund in their credit card account.
If a credit card transaction is processed and refunded the same day for the full amount, it will be processed as a VOID and the pet owner should not see the original transaction or the refund transaction on their credit card account.