Shelterluv makes it easy to process refunds to your customers from a number of different places such as person records or Record Management.

You can issue a refund from a person's record, Record Management, or from a receipt. Click the tabs below for a complete walkthrough of each option:

• Follow these steps to process a refund from a person record:

  1. On the person record, click the Transactions tab.
  2. Click the three dots on the right side of the transaction that you need to refund, and choose Refund from the dropdown menu.
  3. Check the boxes next to each item you need to refund, then click the green Refund button.
  4. Fill out the Refund form and click the green Confirm Refund button.

  

• Follow these steps to process a refund from Record Management:

  1. Click your username in the top-right corner and choose Record Management from the dropdown menu.
  2. Click the Transactions tab.
  3. Search for the needed transaction, then click the three dots on the right and choose Refund/Void from the dropdown menu.
  4. Check the boxes next to each item you need to refund, then click the green Refund button.
  5. Fill out the Refund form and click the green Confirm Refund button.

  

• Follow these steps to process a refund from a receipt:

  1. Navigate to the receipt from the person's Files tab.
  2. Once you open the receipt, click the Refund button in the top right corner.
  3. Check the boxes next to each item you need to refund, then click the green Refund button.
  4. Fill out the Refund form and click the green Confirm Refund button.

  

Refunds vs. Voids

It is important to know the difference between a refund and a void, and when a transaction might be voided instead of refunded.

In most cases, you will want to issue a refund, but there are a few situations where voiding a transaction may make sense.

Only transactions processed outside of Shelterpay (such as via cash or check) can be voided. Shelterpay transactions can only be refunded.

Shelterpay transactions cannot be voided because the money movement happens automatically and electronically; it is not possible to "cancel" the money movement after it has already happened. You must refund the money and then reprocess the transaction.

An example of a situation where you may want to process a void on a non-Shelterpay transaction is if you accidentally rang up the wrong item, such as a red leash instead of a blue leash. You could void the incorrect item and then re-do the sale with the correct item. Unlike a refund, the transaction is simply canceled and can then be immediately reprocessed since money isn't moving.

Voiding a transaction (or an item within a transaction) is done in Record Management. Once you're there, follow these steps:

1. From Record Management, click the Transactions tab.
2. Locate the non-Shelterpay transaction you need to void, click the three dots on the right, and choose Refund/Void from the dropdown menu.
3. Check the boxes next to each item you need to void, then click the Void button.
4. Read the warning and confirm the void.