Table of Contents

New Workflow for Reversals & Refunds

Jennifer Trower Updated by Jennifer Trower

Read Time: 3 mins

How it Worked Previously

Your Sonar instance is designed with simplicity in mind, as well as providing you opportunities to confirm your actions before completing your task. Having the confirmation opportunities, prevents mishaps from happening within your instance, as it requires you to take a second to confirm you want to move forward with your actions.

Originally, Reversals and Refunds were paired together under one modal for simplicity, but didn't really provide the opportunity to confirm the actions selected within the modal before finalizing them. Below, the current modal is provided to you to show you the difference in how it operates now, versus the direction we are taking these tasks with our updated workflow process.

  1. Amount to reverse is a required field in the modal and allows you to select the amount of the payment which you would like to reverse within your Sonar instance.
    Reversals do not impact your payment processor or the subscriber's financial payment method, it only reverses the payment transaction for your accounting needs within your instance.
  2. Also refund this amount via payment provider check box is automatically selected when this modal is presented but is an optional functionality. If the checkbox is unselected, then the payment will be reversed within your Sonar instance only and the payment will not be provided back to the subscriber.

How it's Improved

The improvements made do require a two-step process to complete both a Reversal and a Refund, if applicable, but each step is provided with simple information and clarification of the action you're about to make. “Amount” fields are automatically filled in with the total of the payment transaction to prevent any mistyped amounts.

  1. Step 1: Reverse Payment modal is presented first, to ensure that if you intend to refund a payment, then your accounting within Sonar is rectified properly as well. Once you confirm the “Amount to reverse” and provide an “Explanation” for the reversal, click the Reverse button.
  1. Step 2: Refund Payment modal is then presented, with the Amount to refund field automatically filled in to match the payment amount that was previously reversed within step one. After confirming the amount, you can either select Cancel if you wish not to refund the payment to the subscriber, or select Refund, which will then begin the Refund process through your payment processor.

Partial Workflow Examples

A few items to mention are, if you choose to do a partial reversal or refund on a payment, then you will still notice the Reversal and Refund options within your dropdown arrow next to “Edit” for that line item. If you reverse a full payment but decline a refund to the subscriber, then you will no longer see the option to reverse the payment. However, you will have the option to “Refund” the payment still available to you within the dropdown arrow next to the Edit option for that line item.

Example 1: Providing a partial reversal of a payment transaction
Image 1: Shows where a partial reversal and refund were provided and allows for both options to be completed within the dropdown menu of that line item.

Image 2: Shows the Reversal and Refund modals.

Image 3: Shows the Details for the payment transaction.

Example 2: A full reversal was provided without a refund to the card processor. Now you need to complete the refund process.
Image 1: Shows where the reversal was completed without a refund. Gives you the Refund option only.


Image 2: Refund modal opens, allowing you to confirm the refund amount and provide the explanation, before confirming.



Image 3: Shows that the refund and the reversal have both processed for this payment transaction.



If a refund is processed without a reversal, then you will see the option to reverse the transaction only.


How did we do?

Contact