Table of Contents

Reversals and Refunds: Overview

Jennifer Trower Updated by Jennifer Trower

Read Time: 2 mins

When a payment needs to be undone in Sonar—such as when it was entered mistakenly or the transaction later fails—use a reversal to remove it from the subscriber’s account. If the subscriber should receive their money back, Sonar then walks you through a second step to refund the payment through your payment processor.

Permissions

Before getting started with the feature, your user roles will need to be adjusted to account for the permissions required to use the reversals and refunds feature.

If you're a Super Admin, you already have full access and no changes are needed. To learn more, see the Roles and Permissions article.
  1. Account:
    Permission Details
    1. View all account transactions: allows you to view all account transactions.
    2. Whether a user can reverse transactions: allows you to reverse a transaction on an account.
  2. Misc:
    Permission Details
    1. Whether a user can issue payment refunds: allows you the ability to provide a refund.

Understanding Reversals in Sonar

Each transaction in Sonar can support multiple “layers” of reversal, depending on where that transaction is in the billing process. A transaction that has been applied to an invoice behaves differently than an uninvoiced transaction, and the rules can change depending on whether the accounting period is open or closed.

Reverse a Payment (and refund it if needed)

Start by opening the subscriber’s account and going to Billing > Transactions.

  1. Find the payment you need to fix, then click the drop-down arrow on that payment and select Reverse.
  2. In Step 1: Reverse Payment, confirm the Amount to reverse, enter an Explanation (so it’s clear why the change was made), and then select Reverse to complete the reversal.
  3. After that, Sonar opens Step 2: Refund Payment in a second window. The Amount to refund is automatically filled in to match what you reversed.
    1. If you don’t need to send money back, select Cancel.
    2. If you do need to return funds, select Refund to start the refund through your payment processor.
Only Bank Account and Credit Card payments can be refunded through Sonar. Other payment types won’t include the refund option in the workflow.

Reversal Examples and What to Expect

Since reversals can behave differently in different situations, the examples below show common scenarios and what to expect in each one.

These examples cover only a small subset of reversal use cases, so your situation may vary. If you require help understanding how a reversal will impact your instance, contact your CRM or the support team.

Example 1

Example 2

Example 3

Example 4

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