If you've recently switched to Stripe Custom from Stripe Standard and need to process a refund for a payment that was made on Stripe Standard, please scroll to the bottom of this article.
Refunding a payment that was collected from a 3rd party (i.e. OpenEdge) after switching to Stripe Custom
After making the switch to Stripe Custom, there may be a short transitionary period where a customer needs a refund on a payment that was originally made through a third party.
- A customer was charged their monthly dues on the 1st of the month.
- The payment was made through OpenEdge as a monthly billing payment.
- Your facility now processes monthly billing through Stripe Custom.
Since your database is no longer tied to your OpenEdge account and the payment was not recorded in your RGP Stripe Custom account, the payment will need to be "externally" refunded (i.e. through the OpenEdge online portal (not always available) or via cash, check, Venmo, etc.).
You will want to record it in RGP POS for accounting purposes. To do this, set up RGP POS as if you were going to refund the customer as normal. After clicking Tender, add an Optional Transaction Memo (i.e. Externally refunded via check), check the box indicating the refund is "External/Manual Credit Card Mode," and then click OK.
Refund a Stripe Standard Payment After Switching to Stripe Custom
If you've recently switched to Stripe Custom, there may be a time period where Stripe refunds from the Stripe Standard account will need to be refunded manually through the Stripe Standard dashboard. These would typically be for deposits and/or payments for events in the future that get canceled; this should only be an issue for a few weeks during the transition time.
If your staff attempts to refund an older payment that was made on your old Stripe Standard account RGP will throw an API 500 error. This means RGP cannot connect to your old Stripe account that took that payment to refund it.
These transactions will need to be manually refunded by logging into your old Stripe account at www.stripe.com, finding the transaction, and refunding there.
These refunds will need to be recorded in RGP POS as a refund, but check the box in the tender screen that it was refunded in the External/Manual Credit Card Mode.
You can add an optional transactional memo if desired.
This puts the money back on the customer's card used and records the refund in RGP.
Any new payments made from the switchover onward will be able to be refunded through RGP as usual.
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