Refunded Successfully in RecTrac but not through Elavon/ETS
RecTrac 3.1.10.17.02
Table of Contents
Problem
I had a deposit refund recorded in RecTrac on 3/1/23 but not Elavon/ETS. When attempting to use Transaction Update to reapply the refund the system states I cannot reverse the payment. I need my books to reconcile correctly.
Solution
Since the refund was successfully processed in RecTrac, but didn't hit the credit card gateway, you can refund directly through the Elavon/ETS portal.
Steps For Solution
- Refund Patron through Elavon/ETS directly.
- Note: You will need manager access to the Elavon/ETS customer portal.
- For specific refund steps, consult our Topic Doc or reach out to Elavon/ETS Support
- Make a note to finance that the Cash Journal and Credit Card History Report will reflect a refund was made on 3/1/2023 and not the current date of Elavon/ETS refunding 3/8/2023.
Once the refund is processed on the Elavon/ETS side, the patron should receive their money, and records between Elavon/ETS and RecTrac should match.