How Do I Research the Status of a Refund?

IN THIS ARTICLE:
Learn how to research the status of a refund in iClassPro, the Payment Gateway, and the Merchant Portal.

Where do I check the status of a refunded payment?

Depending on when the refund was issued, you will need to check one of three places to see the status of the refunded payment:

  • Office Portal – check the Family Ledger to see when a payment was refunded and double-check to be sure the original payment type is one that is designed to trigger an automated refund action.
  • Payment Gateway – check to be sure the refund settled in the Gateway and if not, what response was given by the issuer.
  • Merchant Portal – check your transactions/transfers to verify that iClassPro has completed reissuing the funds to the customer.

Searching for refunds in iClassPro

When researching payments in iClassPro, it is helpful to know: (1) the date the refund was issued, (2) the card type used for the original payment, (3) the last four digits of the card used for the original payment, and (4) the refund amount.

NOTE: Only payments made via the gateway using a Credit Card will be refunded through the gateway. Refunds for other payment types (cash, check, NACHA, & payments entered as “External Credit Card” type) will not trigger an automated refund action and should be handled externally by your facility.

Looking for the refunded payment on the customer’s ledger

  1. From the FAMILIES page, use the filters and/or search box to locate the family in question.
  2. Click on the ledger/currency symbol icon to expand the ledger area.
  3. Click on the FULL LEDGER button.
    researching_refunds01.png
    From here, you can use the filter in the upper left-hand corner of the screen to limit the view to show only refunds:
    researching_refunds02.png
    In the REFUNDS view, you can search by Refund ID, Refund Title, or Refund Date to locate the refund in question.
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Records may be displayed in two different ways:

  • If the Refund Title says “REFUND: [Payment Title]”, then the payment has been refunded.
  • If the Refund Title says “REFUND: [Payment Title]”, but the title has been struck through, then the refund was voided (and therefore no refund was actually processed.)

IF A RECORD FOR THE REFUND EXISTS and has not been voided, click on the pencil/edit icon to get additional refund details. You will want to make note of the REFUND DATE, CARD TYPE, CARD NUMBER, and TRANSACTION ID so you can use these to locate the refund in the Payment Gateway.

IF NO ENTRY EXISTS, then there is no record of the refund recorded in iClassPro. (Since iClassPro does not allow refunds to be deleted, there is no need to search the Audit Log or Bank Deposit Reports.)

However, you can still search the Payment Gateway based on the date range and the family name.

Searching for refund information in the Payment Gateway

The following instructions are for customers using the iClassPro Payment Services gateway. If you are using a third-party gateway, please refer to their support documentation or contact them directly for details on how to search their gateway for payments.

Accessing and Navigating the Payment Gateway

  1. Access the Payment Gateway at https://secure.iprogateway.com/merchants/login.php
  2. Log into the Payment Gateway using your login credentials.
  3. Access the Transactions Report screen by either:
    • Clicking on “Transaction Reports” in the menu on the left-hand side of the screen.
    • Clicking “Transactions” under the “Reporting” section of the dashboard.
  4. The Transaction Reports screen is divided into two searchable forms:
    • Transaction Snapshot – lists groups of transactions within a specified date range, based on the selected “Grouped By” option.
    • Search Transactions – allows you to search for individual transactions within a specified date range that meet the criteria entered in the search fields.

Searching for a refund

  1. On the “Search Transactions” form, fill out one or more of the following fields:
    • Transaction ID (if known) – enter the Transaction ID, exactly as it appears on the refund details from the family’s ledger or Bank Deposit Report.
    • First Name/Last Name – enter the First Name and/or Last name of the primary guardian
    • Email address – enter the primary email address associated with the family in iClassPro
    • Account – enter the last four digits of the card used to make the payment.
    • Start Date/End Date – enter a date range that includes the “Payment Date” reflected in iClassPro.
  2. Click “Submit.”
  3. The system will display results matching your criteria:
    researching_refunds04.png
    • Type – the Action Type. May include SALE, SETTLE, REFUND, AUTHORIZE, CAPTURE, VOID, etc. (“Card” indicates that this action was made via Credit Card.)
    • Status – the most recent Status of the transaction. Common status indicators include:
      • APPROVED
      • FAILED
      • CANCELED
      • COMPLETE
      • PENDING
      • PENDING SETTLEMENT (eCheck only)
    • ID – the Transaction ID (hyperlinked) and the first 10 characters of the Order ID. (NOTE: you will actually see the full Transaction ID; certain characters have been masked in the screenshot above for security purposes.)
    • Customer – the name of the customer and their email address.
    • Details – the first digit and last four digits of the card used to make the payment.
    • Time – the timestamp the action was processed by the gateway.
    • Amount – the amount of the payment.

At this point, you should be able to identify a few things based on the results list alone:

  • Does the refund amount match what was reported?
  • Do the last four digits of the card number under “Details” match what was reported?
  • Was the refund successful/approved?

Note that as opposed to the original payment entry, refund entries do not display the “Card Settle” entry on the main results screen.

IF A RECORD EXISTS FOR THE REFUND, click the Transaction ID to open the refund details. From here, you can view more in-depth information, including the “Card Settle” timestamp. If the refund failed for any reason, additional details will be displayed (such as: Expired Card, Insufficient Funds, Declined, etc.):

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IF THERE IS NO INDICATION THAT THE REFUND FAILED, you can check the Merchant Portal to find out if the refund has been processed and the funds returned to the card used to make the original payment. Be sure to note the Transaction Date, Amount, card type, and the last four digits of the card from the payment details. (There is no need to note the Transaction ID, as the ID reflected in the Payment Gateway does not match the Transaction ID in the Merchant Portal.)

IF THERE IS NO RECORD OF THE REFUND IN THE GATEWAY, then the refund was not made directly through iClassPro (Office Portal). The refund was most likely made via an external credit card device and a staff member failed to manually adjust the family ledger in iClassPro.

Since external credit card terminals do not create entries in the Payment Gateway, you will need to reach out to our Payments team to research the refund further.

Searching for refund information in the Merchant Portal

Accessing and Navigating the Merchant Portal

  1. Access the Merchant Portal at https://merchantportal.iclasspro.com.
  2. Log into the Merchant Portal using your login credentials.
    researching_refunds06.png
  3. Click on “Transactions” from the menu on the left-hand side of the screen to search for the refunded transaction.

Searching for a Transaction

From the “Transactions” page, you can search by the last four digits of the card used for the original transaction and a specific date range.

Under “Display Options”, we recommend enabling the options to show the Payment Type and Last Four, which will make it easier to match up the Merchant Portal transaction entry with the information you noted from the Payment Gateway.

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In the results, a POSITIVE amount indicates a payment; a NEGATIVE amount reflects a refund.

After noting the Settlement Date, click on “Transfers” from the menu on the left-hand side of the screen to find out when the refund was processed and the funds returned to the card used to make the original payment.

Locating the fund transfer date

From the “Transfers” page, set a date range that begins on the Settlement Date and extends for at least three or four days. (It may be necessary to extend this range if the Settlement Date fell on a weekend or holiday.)

Under “Display Options”, enable the option to show “Refund Count”, which will make it easier to find only transfer actions that include refunded payments.

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Click on the result showing a refund count, then examine the list of transactions to see if the refund you are looking for is included.  If so, this means that the refund was processed, and the funds were released on the date of the transfer.

NOTE: if there are a large number of transactions listed, press CTRL+F on your keyboard (or COMMAND+F on a Mac) to launch a “Find” window that will allow you to search the last four digits of the card.

If you do not see the refund listed, check any other entries showing that they contain refunds.  If needed, expand your date range.

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If you still cannot find the refund listed in the results, you will need to reach out to our Payments team to research the refund further.

Need More Assistance?

Call us at 877-554-6776. Our business hours are Mon-Thu 9am-9pm and Fri 9am-6pm Central Standard Time.