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Refund a payment

Use the Refund payment feature in the Arc XP Customer Service Admin portal to return a payment to your customers for their subscription purchases.

From the Customer Service Admin portal, you can process full, prorated, or custom refund amounts. When processing a refund, the system considers any prior refunds issued and ensures the total refund amount cannot exceed what the customer has paid.

Scenario: Refund a payment for an accidental subscription

As a Customer Service Representative for The News, you receive a customer call from Jane Smith, a customer who accidentally purchased the Premium subscription plan instead of the Basic plan they intended to buy. They noticed their mistake immediately after completing the transaction and now want a refund for the price difference between the two plans.

You enter the Arc XP Customer Service Admin portal, search for the order using the customer's name, and proceed with the available refund options to process a custom refund amount to match the price difference. This action ensures the customer keeps their subscription active while receiving the exceeded amount paid by mistake.

Procedure

Refund a payment

To refund a payment, complete the following:

  1. Navigate to Subscriptions. The Search Arc Subscriptions page opens.

  2. Enter the customer first name, last name, or email.

  3. Click Search. The system returns a list with one or more results, depending on your search parameters.

  4. Click the subscriber name. The Identity page opens showing all their details.

  5. Navigate to Orders>Order number and click on the order number to open the Order details page.

  6. Navigate to the Payment section and click Refund payment. The Issue Refund window opens.

  7. Select the desired refund options from the available:

    • Refund custom amount - enter a specific amount to refund.

    • Refund original amount - select to refund the original amount the customer paid.

  8. If enabled by your organization, select a Reason code from the dropdown.

  9. If reason codes are not enabled, enter Additional information in the notes field.

  10. Click Save to submit the refund.

Arc XP tracks all refunds and displays them in the Order details page, including details on the refunded amount, transaction number, and transaction date.

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