Refunds through CleanCloud Pay follow the same process as refunds for regular paid orders within CleanCloud. However, if you need to refund an invoice or customer subscription payment, please contact support, as refunds for these types are not processed directly through the POS system. Detailed instructions for requesting refunds for invoices are included below.
What is the process for requesting a refund for an invoice on CleanCloud?
When requesting a refund for an invoice in CleanCloud, there are a few key steps you should follow to ensure the process goes smoothly.
Steps to Initiate a Refund Request
Submit Your Request: Reach out to CleanCloud support with your refund request. Make sure you provide all essential details related to the invoice in question.
Provide Necessary Details: Ensure that your email or method of communication is verified as belonging to the administrator account of your business system. This helps in authenticating your request.
⚠️ How Refunds Are Handled
If a payment (or duplicate charge) has already been deposited to your bank account, CleanCloud Pay cannot withdraw those funds back automatically. Instead, the refund amount will be deducted from your next payout.
This may result in temporary differences between the expected and actual deposit amounts in your bank account.
Processing a Refund by Editing the Order
To refund an order by editing it:
Find the order you want to refund and click the blue pencil to edit the order.
A “Refund” button will appear on the orange banner at the top.
Click “Refund” and choose whether you want to refund the full amount, a specific amount, or a percentage of the total order.
Select whether to refund to the original payment method or credit the customer’s account.
Provide a reason for the refund.
Click "Submit" to complete the refund process.
Processing a Refund via the Search Page
Alternatively, you can process refunds from the Search page:
Search for the specific order you want to refund.
You’ll see the option to refund the order directly from the search results.
This option can be useful if you want certain staff members to process refunds without allowing them to edit paid orders.
Once you click the “Refund” button you will open up the same window as listed above, you will select whether to refund to the original payment method or credit the customer’s account.
If this is a terminal payment refund, once you've chose terminal refund from the options, the receipt will be printed automatically via your connected PRINT terminals.
Example of a Refund Transaction Receipt
A printable receipt is generated and logged with the refunded order for your records.
Expected Processing Times and Refund Letters
Once your refund request is processed by the support team, the payment will be refunded promptly.
There may be additional delays in generating the associated refund letter, which serves as a confirmation document. CleanCloud will send this letter to you as soon as it is ready. If you have further inquiries or notice significant delays, it is recommended to contact CleanCloud support for assistance.
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