Approve check and credit card refunds
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
Applies To: Microsoft Dynamics AX 2012 R3
This topic describes how to approve and process refunds for call center customers.
In the Call center parameters form, you can set thresholds above which refunds that are issued via check and credit card must be manually approved. For more information, see Configuring parameters and initial settings (Call center). Any refund that exceeds the threshold amount is added to the approval queue. After you approve the refund, the return sales order can be invoiced.
Prerequisites
The following table shows the prerequisites that must be in place before you start.
Category |
Prerequisite |
|---|---|
Required setup steps |
Create a call center, and add the user who approves refunds to the list of users for the call center: Set call center parameters: |
Related process |
Create a return sales order and a refund for a product that was returned. |
1. Approve a credit card refund
Credit card refunds that require approval are added to the queue in the Credit card refund approval form.
To approve a credit card refund, follow these steps.
Click Call center > Journals > Payment management > Credit cards > Refund approval.
The Sales order field displays the ID for a return sales order. Review the details of the refund that is associated with the order.
Select the refund, and then click Approve to approve the refund or Decline to decline the refund.
2. Approve and process a check refund
Check refunds that require approval are added to the queue in the Refund check approval form. After you approve check refunds, you must create a batch job to print the refund checks.
To approve and process a check refund, follow these steps.
Click Call center > Journals > Payment management > Refund check > Refund approval.
On the Pending approval tab, review the details of a refund for a return sales order.
Select the refund, and then click Approve to approve the refund.
Click Call center > Journals > Payment management > Refund check > Refund check processing.
On the Action Pane, click New.
In the Show field, select whether to view all transactions, open transactions, or posted transactions.
The Transactions FastTab displays the refunds that have been approved. Select the refunds to include in the batch.
The Amount field displays the total amount of the refunds that are included in the batch.
Click Post to post the batch, and then click Print to print refund checks for the batch.
Next step
Invoice the sales order for the return.
Technical information for system administrators
If you don't have access to the pages that are used to complete this task, contact your system administrator and provide the information that is shown in the following table.
Category |
Prerequisite |
|---|---|
Configuration keys |
Retail Headquarters configuration key Call center configuration key Payment configuration key |
Security roles |
Sales clerk |