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Process Credit Card Refund

If you would like to refund a credit card transaction previously processed via in-person point of sale (POS) or online, you can choose one of the refund methods described within these Associated How Tos. For more information, refer to Topic Overview: Credit Card Refunds.

Stanford purchasing cards (PCards) and travel cards (TCards) are not a part of the Merchant Services Program. These are tools for individuals making purchases and traveling on behalf of the university and are managed by Card Services within FMS Procurement Services. For more information on PCards, refer to Stanford Purchasing Card (PCard) Program and for information on TCards, refer to Stanford Travel Card (TCard) Program. For assistance, submit a support request to the Card Services Team.

Point-of-Sale (POS) Terminals

  • Understand transaction requirements:
    • Merchant account ID
    • Required cardholder information:
      • Full 16-digit credit card number
      • Expiration date
      • First and last name on the card
      • CVV code
      • Billing address
  • Obtain supervisor approval to authorize the refund transaction to the original credit card or a different credit card.

First Data Terminals
  1. Navigate to your device’s main screen
  2. Select Other
  3. Select Refund
  4. Enter the amount of sale
  5. Instruct your customer to insert, swipe or tap their card
    • The device will automatically print a receipt.
Clover Terminals
What Happens Next?
  • The refund processing time is typically 1 business day. 

Cybersource up to 60 Days

  • Submit a Support Request to Merchant Services to request payment credit permission be turned on to issue a follow-on credit. Understand transaction requirements:
    • Merchant account ID
    • CyberSource user account access
    • Original credit card transaction information, such as the last 4 digits of the original card, cardholder’s last name or request ID (22 digits)
  • Obtain supervisor's approval to authorize the refund for internal documentation.

  1. Go to CyberSource Business Center

  1. Select Transaction Search on the left navigation bar
  2. Select General Search
  3. Enter the original credit card transaction information, such as the last 4 digits of the original card, cardholder’s last name or request ID (22 digits) to perform a transaction search
  4. Select the order number for which you want to issue a follow-on credit from the results displayed 
    • The Transaction Search Details page displays.
       

  1. Select Credit to view the Credit Card Credit page
  2. Enter the amount you wish to credit
  3. Select Credit
    • The value you specified is credited, and Transaction Succeeded is displayed.
       
What Happens Next?
  • The refund processing time is typically 1 business day.

CyberSource 61 to 180 Days

Merchants can issue a stand-alone credit within the CyberSource Business Center using any computer with internet access. No Virtual Terminal or PCI workstation is required. A stand-alone credit does not need to be linked to a previously authorized transaction. 

  • Submit a Support Request to Stanford Merchant Services to request temporary payment stand-alone credit (SAC) permission be turned on, which will be disabled once the refund is complete.
  • Understand transaction requirements:
    • Merchant account ID
    • CyberSource user account access
    • Original credit card transaction information, such as the last 4 digits of the original card, cardholder’s last name or request ID (22 digits)
  • Obtain supervisor's approval to authorize the refund for internal documentation.

  1. Go to CyberSource Business Center

  1. Select Transaction Search on the left navigation bar
  2. Select General Search
  3. Enter the original credit card transaction information, such as the last 4 digits of the original card, cardholder’s last name or request ID (22 digits) to perform a transaction search
  4. Select the order number for which you want to issue a follow-on credit from the results displayed 
    • The Transaction Search Details page displays.
       

  1. Select Credit to view the Credit Card Credit page
  2. Enter the amount you wish to credit
  3. Select Credit
    • The value you specified is credited, and Transaction Succeeded is displayed.
       
What Happens Next?
  • The refund processing time is typically 1 business day. 

CyberSource Virtual Terminal 181+ Days

  • Submit a Support Request to Merchant Services to obtain:
    • Both a Virtual Terminal (VT) and a PCI workstation, if you don't have them already. A new VT and PCI workstation set-up can take several weeks.
    • Temporary payment stand-alone credit permission, which will be disabled once the refund is complete.
    • A special request to CyberSource to turn on the credit function in Virtual Terminal, which usually takes about 1 business day.
  • Follow the instructions below to issue an SAC credit to a non-existing transaction record through CyberSource Virtual Terminal.
     

  1. Go to CyberSource Business Center

  1. Select Virtual Terminal > Process Orders
  2. Select Credit from Transaction Type drop-down menu
  3. Fill out the required cardholder's payment information
  4. Enter the amount you wish to credit
  5. Select Submit
What Happens Next?
  • The refund processing time is typically 1 business day. 

CyberSource Recurring Billing

Issue a stand-alone credit to a non-existing transaction record through CyberSource.

  • Submit a Support Request to Stanford Merchant Services to set up Recurring Billing by providing the following information: 
    • Name(s) of intended users
    • Duration period for making refunds, which will be approved on a case-by-case basis
  • Stanford Merchant Services will then request CyberSource turn on the credit function in Recurring Billing, which usually takes about 1 business day.

  1. Go to CyberSource Business Center

  1. Select Recurring Billing > New Subscription
  2. Create a new payment subscription ID.
     

  1. Select Recurring Billing > Search
  2. Locate the Subscription ID(s) you would like to receive the refund
  3. Select Subscription ID Title highlighted in blue
  4. Select Make On-Demand Payment or Credit in the Subscription Details screen
  5. Enter the credit amount 
  6. Select Credit under Transaction Type drop-down menu
  7. Select Submit
What Happens Next?
  • The refund processing time is typically 1 business day. 
Last Updated: Feb 7, 2023
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