To issue a refund, you must have access to Virtual Terminal.

 

To issue a refund, follow the steps detailed below.

To view details on a transaction:

1. Click Reconciliation in the main left-hand navigation, then click Transaction Research under that. You'll arrive at a search form

2. You'll need to select the hierarchy for which you'd like to view your data. First, select the Hierarchy Level (such as Chain or Merchant ID/MID) then enter the corresponding value. Note that when a MID is moved to a new Store, you can still find transactions on that MID by searching by MID only. You can either enter the value or click the plus sign to choose from a list. If you are entering a Store Number, there's no need to enter the leading zeroes. Clicking the plus sign will reveal the following:

3. Click on a row to choose a value. You can select multiple rows by holding down the CTRL key (on your computer's keyboard) as you make your additional selections. To select a range of rows, click the first row, hold down the SHIFT key (on your computer's keyboard) and then click the last row you'd like to select. Then, click Select

1. NOTE: If you enter a full card number, token or Transaction/Draft Locator, you should see all transactions matching that value across your entire hierarchy without having to enter a date range
    

4. Select your date range. Use Date Type of Today to access real-time processing data. If you enter a Card Number or Transaction ID/Draft Locator, you can leave the hierarchy and date blank. Doing so will search across your entire hierarchy going back 18 months. Note that you can select a time range if you are searching on a past date. Time range search is not available if you select Today for Date Type

1. Special note for merchants in Guam: When you choose Today as Date Type, you will pull data for today (in the United States) and for tomorrow (today in Guam)
    

5. Click Search to perform your search
6. Your search results will appear in a grid below the search criteria. The results grid on this page has the same functionality as all Big Data Grids

1. NOTES

2. You can search by Card Number by entering the full card number, the last four digits of the card number, or the first six numbers (the BIN) and the last four digits. If you choose this last option, enter the first six digits immediately followed by the last four digits in the Card Number field under Additional Criteria. Do not leave a space between any of the numbers
3. If you're running a large search, try downloading the data directly to your local drive rather than pulling the data within the iQ data grid. You'll access your downloads through the File Cabinet by clicking on the Files icon in the top navigation bar. Check out the Download a Requested File article to learn more about downloading a large file you've requested
    

7. In the Settlements grid shown below, click Issue Refund to issue a refund on that transaction

8. You will see a grid that shows all refunds at your location for the past seven (7) days, including refunds processed through Virtual Terminal

2. Confirm the amount you'd like to refund, which can be any amount equal to or less than the original transaction amount
3. Confirm the card account or token number and the Merchant ID
    

9. If needed, you can enter any notes on this refund
   
   
    
10. Click Submit. You will see a window confirming that your requested refund has been issued
11. Select the checkbox to email the refund confirmation message and click OK