3.3 Refunds and Voiding Fees After this class, you will be able to: Void / Credit an individual fee Void a paid fee and an unpaid fee Understand the importance of voiding a fee when conducting a refund Understand the difference between voiding a fee and voiding a payment Understand when it is okay to void a payment Process a full refund Apply a partial refund Understand the impact of voids, credits, and refunds on reports

3.3 Fund Allocation Fund allocation illustration review

3.3 Payment Transaction Portlet The Payment Transactions Portlet contains lots of helpful data but it can be confusing

Total Invoice Amount 3.3 Payment Transaction Portlet

Total Payment 3.3 Payment Transaction Portlet

Total Balance 3.3 Payment Transaction Portlet

Amount Not Applied 3.3 Payment Transaction Portlet

3.3 Voiding Overview Voiding Overview Fees and Payments are voided individually and for different reasons Fee items must be voided using the Fee Portlet Why void a fee? INVOICED fees need to be corrected To process a refund to the customer If the application has been withdrawn or void and the INVOICED fees have not been paid Some fees are automatically voided by the system Payment transactions must be voided using the Payment Portlet Why void a payment? To correct a payment transaction Non sufficient funds from customer

3.3 Voiding a Fee Voiding a Fee Voiding a fee item is only required when the fee has already been INVOICED The voided fee item will have a status of CREDITED and cause a credit on the record to be applied to other INVOICED fee items that have an outstanding balance The system treats CREDITED fees like another invoice. You will see an additional invoice with a negative amount. Voiding a fee will reduce the total balance and the total amount owed on the related invoice Voiding a paid fee affects the record differently than voiding an UNpaid fee Specific fees will automatically void and become CREDITED for specific reasons Surcharge change Minimum fee change Change in job value Permit fee Plan review fee

3.3 Voiding a Fee Voiding a Fee

3.3 Voiding a Payment Transaction Voiding a Payment Transaction Timing is very important when Voiding a payment transaction Payment Transaction voids can only be processed SAME DAY, it is a wash and no consequences with reports or financial batch Payment adjustments that become necessary after the “same day” must be refunded How is Virtual Merchant (VM) impacted? VM payment transactions have the possibility of having a different transaction date than the transaction on the record If a payment transaction is voided before the VM transaction is settled (meaning that it is approved and moved into jurisdiction’s bank account), the VM transaction can be voided. If a payment transaction is voided after the VM transaction is settled, the VM transaction must be refunded. Example: VM is settled automatically at 3:00 and a voided payment transaction takes place at 4:00 of the same day the payment was processed.

3.3 Voiding a Payment Transaction Voiding a Payment Transaction

3.3 Processing Refunds Processing refunds Must void fees prior to processing the refund Record must have an Amount Not Applied Process a full refund Process a partial refund (80/20 retention of refund)

3.3 Refund Timing When should refunds be recorded in Accela on a record?