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sonarPay Reversals, Voids, & Refunds: Overview

Jennifer Trower Updated by Jennifer Trower

Read Time: 4 mins

sonarPay allows for you to Reverse, Void, or even Refund all payment transactions within your Sonar instance. The process is simple and allows for your accounting to remain accurate within your instance due to completing our two step process. The two step process ensures that any void or refund is reconciled properly within your instance by first completing the reversal of the payment transaction.

Permissions

As always, to ensure the relevant users can complete these processes. Please take a moment to review these permissions and ensure that the relevant roles have them added before proceeding with any walkthrough steps.

If you're a Super-Admin of your Sonar instance, no permission changes are required for your Account. For more information on Roles and Permissions overall, please review this linked article.

Navigate to Settings → Security → Roles and either choose to edit an existing Role or create a new Role. When the next page populates, locate the permissions reflected in the screenshots below and add it if applicable to that Role.

Voiding a Payment

You can only void a payment during a “Pending” or “Approved” status. After that period lapses, you can only refund the payment transaction.

With sonarPay you can void a payment on a subscriber's account during a “Pending” or “Approved” status. You can confirm this status by viewing the “Processor Status” for that transaction. To void a payment, navigate to the subscriber's account, Billing Tab → Transactions. Here you will locate the line item in question, select the drop arrow, and then “Reverse” to initiate the “Void” process.

  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: Void Payment modal is then presented, the Reversed Amount is viewable with the banner stating that “The reversal was successful - do you also want to void the full amount through the payment processor”. Here, you can either select Cancel if you wish not to void the payment, or select Void, which will then void the payment.
    If you choose to void the payment, it will void the full payment. You cannot void a partial payment.

Refunding a Payment

Completing a Refund is 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.

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