Processing a Refund
Cancellations are processed by the Customer Service team within Salesforce. You can see a guide on how cancellations are administered here - Cancelling a Public Attendee / Corporate Booking.
When a cancellation is processed, Salesforce will evaluate the circumstances of the cancellation and decide whether a refund is required (in line with St John's cancellation policy). The following chart summarises how it does this -
| Order Type |
Business Days till Course |
Salesforce Actions |
|---|---|---|
| Prepaid |
>= 10 days |
|
| Prepaid |
< 10 days |
No refund Case created or refund line added against the Order |
| On Account |
>= 10 days |
|
| On Account |
< 10 days |
No refund Case created or refund line added against the Order |
| Course Cancelled by St John |
Not applicable |
|
Refund Cases
As defined in the table above, when a cancellation occurs and refund may be required a Salesforce Case will be created. The following procedure details how to access these Cases and process them accordingly.
Cases Finance Queue
When a refund Case is created it will be routed to the Finance 'queue'. The queue can be considered an inbox for refunds that need to be processed.
To access the Finance Queue -
- Select 'Cases' from the Salesforce Navigation bar
- Open out the list selector
- Select 'Finance'
From here, you will be able to see a list of refunds Cases. You can open any Case up by clicking on the Case number.
Once you have opened up the Case you can assign its ownership. This may well be to yourself or can even be to someone else that you would like to action the Case. To do this, select the little icon next to the 'Case Owner' field (as above) and then search for who you would like to assign the Case to. Once you have found them, select 'Change Owner'.
If you would like the User to receive an email notification when the Case is assigned to them, select 'Send Notification Email' before changing ownership.
If you already have some refund Cases assigned to you it is easy to review these. Simply navigate to the 'Cases' tab from the Salesforce Navigation bar and then select 'My Open Cases' from the list selector, showing any assigned to you that are still Open. This is a great way to manage your workload and ensure that refund requests are not missed.
You can see more tips and tricks on how to best manage Salesforce Cases by reviewing this guide - Managing a Salesforce Case.
1. Review the Refund Case
You can then review the case details and begin to process the refund. The column on the right of the screen provides you with all the details you need.
It will link you to either the attendee (public booking) or the booking (corporate booking) record that the refund is for. It also provides a link to the Course the refund relates to.
In this example it is a public attendee. It works the same way for a Corporate Booking.
2. Refunding a Booking
Click on the Attendee or Booking record linked to the Refund Case. This will open up the record and provide you with all the information you need to process the refund.
The first thing to check is where the payment came from - either the website, taken over the phone from within Salesforce or On-Account. You check this slightly differently depending on whether you are looking at an Attendee or a Booking record -
| Type of Record | Check to Perform |
|---|---|
| Attendee | Check the 'Attendee Source' field. This will display 'Phone Payment' if it was processed within Salesforce or 'Website Payment' |
| Booking | Corporate Bookings are not integrated from the website. They are either On-Account or prepaid by credit card. You can review this by checking the 'Payment Status' field |
Attendee Example:
Booking Example:
Once you have confirmed the payment source you can proceed in the following ways -
Payment from Website
Payments from the website are processed through the ANZ eGate gateway and will need to be refunded from there.
Salesforce makes it easy to track down the payment in ANZ eGate by providing the bank transaction Id. You will find this on your Attendee record -
You will also notice a link to the originating Order. If you would like to check that Salesforce has credited the original amount you can click through to take a look at it. Review the 'Products' list.
Payment from within Salesforce
Payments processed within Salesforce use eWay as their payment gateway. Refunds will need to be administered from there.
Similar to website payments, a reference number is stored in the 'Transaction Id' field to make it easy to track payments down. The 'Transaction Id' field is present for both Attendee and Bookings records.
Further to the 'Transaction Id' field, payments taken with Salesforce have a lot more information available! Select the 'Related' tab and navigate to the 'Payment' list. Open out the record in this list by clicking on 'PAY- '.
3. Confirm the Refund in Salesforce and Close the Case
Once you have completed the refund in either ANZ eGate or eWay the last step is to confirm your actions in Salesforce. There are two steps to complete.
The first is to confirm the refund against the originating Attendee / Booking record. To do this open up your record and use the 'Refund Booking' button in the top right of the screen.
Update the 'Refund Status' as required and select 'Save'. This confirms that the refund has been processed.
The last step, is to close your originating Refund Case. It is important you remember to close it as, if left open, it will become difficult to determine which have been processed and which have not.
It is easy to find your way back to the original Case. Once you have confirmed the refund on your Attendee/Booking record, select the 'Related' tab and navigate to the 'Cases' list. Open up your Refund Case from this list.
On the right hand side of the page you will find the 'Status' field. Hover over it as select the little pencil icon on the right hand side. Next, change the 'Status' to 'Closed' and select 'Save'.
