Manual credit card refund with Cayan

YossarianYossarian Member Posts: 8

Why is there no option to do a manual card refund?

10 comments

  • VanessaDVanessaD Moderator, Lightspeed Staff Posts: 201 moderator

    Hi @Yossarian ,


    Manual entry is not an option for refunds due to the possibility of fraud (for example an employee could refund back to their card). They can refund back to the original card, a present card, or to another payment type like cash or check. 


    Hope this helps clarify!

    ———


    If you have any further questions Please do not hesitate to contact LightSpeed support or check out our Support Page.


    Cheers!


    Vanessa D.

    Lightspeed Retail Support

    866-932-1801 ext. 2 (Toll-Free)

    514-907-1801 ext. 2 (Montreal)

  • YossarianYossarian Member Posts: 8

    I'm not sure how manual card refunds would be more at risk for fraud than refunds to present cards. It should be up to us whether we want to accept that risk or not. That function could be restricted to managers or owners. We occasionally need to refund customers over the phone and in some cases the original transaction wasn't on a credit card.

  • lancemuzlancemuz Member Posts: 11

    The inability to do refunds to manually entered cards is a very frustrating limitation. This creates a significant inconvenience to our customers when they ship us a return that was paid with a debit card.

    There should be a configuration option in which the account admin can decide if they want to enable it or to restrict to certain users. Since there is an ability to charge cards by manually entering a card number without a card present it should be relatively trivial to allow refunds to be done the same way.

  • YossarianYossarian Member Posts: 8

    Very frustrating indeed. I had another manual card I needed to refund today. There's no good reason it shouldn't be an option. Let us restrict it to certain employees or employee roles. Put a warning on it if you want. Just give us the option.

  • VanessaDVanessaD Moderator, Lightspeed Staff Posts: 201 moderator

    Hey @Yossarian and @lancemuz ,


    For the time being, this is what was agreed upon between both Cayan as a processor and us when the gateway and its abilities were created.


    I'll note your feedback in case they plan on reviewing those rules in the future.


    Thank you!

    ———


    If you have any further questions Please do not hesitate to contact LightSpeed support or check out our Support Page.


    Cheers!


    Vanessa D.

    Lightspeed Retail Support

    866-932-1801 ext. 2 (Toll-Free)

    514-907-1801 ext. 2 (Montreal)

  • YossarianYossarian Member Posts: 8

    I talked about this with someone at Cayan today and they told me that they didn't think that would be something that they would require. They give us the ability to do manual refunds through their VirtualTerminal so it doesn't make sense that they wouldn't allow it through a POS also. Is there a way to get a definitive answer on that?

  • VanessaDVanessaD Moderator, Lightspeed Staff Posts: 201 moderator

    Hi @Yossarian ,


    I understand wanting to have the customer make this decision so that they could assess the risks, but this is to prevent anyone from being able to refund amounts

    This is the validated answer that I got by consulting our back-end Integrator specialists at Cayan. The processor will offer the full range of services through their gateway, including their ability to perform these types of transactions, but these abilities will depend based on the POS and the build of the integration, itself.


    When we created the gateway to connect it to Retail, it was agreed upon the Negative Payments done through Manual Entry were simply not possible.


    I've noted your request of modification of the cayan payment gateway and will submit it for future review.

    ———


    If you have any further questions Please do not hesitate to contact LightSpeed support or check out our Support Page.


    Cheers!


    Vanessa D.

    Lightspeed Retail Support

    866-932-1801 ext. 2 (Toll-Free)

    514-907-1801 ext. 2 (Montreal)

  • YossarianYossarian Member Posts: 8

    Hi @VanessaD

    "When we created the gateway to connect it to Retail, it was agreed upon the Negative Payments done through Manual Entry were simply not possible."

    I think you mean Lightspeed decided to not allow manual refunds?

  • VanessaDVanessaD Moderator, Lightspeed Staff Posts: 201 moderator

    Hey @Yossarian ,


    That's correct. This was the terminology used in our documentation.

    ———


    If you have any further questions Please do not hesitate to contact LightSpeed support or check out our Support Page.


    Cheers!


    Vanessa D.

    Lightspeed Retail Support

    866-932-1801 ext. 2 (Toll-Free)

    514-907-1801 ext. 2 (Montreal)

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