Merrco Refunds

Modified on Mon, 10 Jun at 2:24 PM

***Refunds of PAID online orders is a 2-step process!***

2 Steps to Refund Buddi Orders:

Refund the order in the Order Queue (Buddi - Option A) or Merrco Dashboard (Option B) to put the funds back to the customer's payment card.
Refund the order in your POS to re-stock the inventory.

How to Issue a Refund in Buddi (Option A):

Log into the Admin Portal (using an Admin Account) > go to the Order Queue
Locate the order > click 'Refund Payment'
If it goes through, you will get an Authorization Number; you can provide this to the customer.

How to Issue a Refund in Merrco (Option B)

Log into Merrco Dashboard > go to 'Reports' > submit a Search
Find the order via the Merchant Transaction ID or last 4 digits of the payment card
Click to view the details
Complete the payment refund.

Notes:

A transaction can either be batched or pending. This determines whether the refund can be completed in Buddi or not. Refunds can always be processed in your Merrco Dashboard.
- Once batched, it could take up to 10 days for the funds to appear on the customer's credit card statement.
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If the transaction has been batched, you can issue the refund either in Buddi or in Merrco.
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If the transaction is pending, the refund can only be processed in Merrco.
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Select 'Cancel' in the Order Queue listing to send a notification message to the customer saying that the order was cancelled.
Refunds can only be processed in Admin Accounts (by default). Admin users can customize the permission settings of other staff accounts as needed. The 'Refund Payment' button becomes visible in the queue listing when the appropriate permissions are configured.
Buddi does not handle payment processing for cannabis retailers. We integrate with Payment Processor providers to run our e-commerce platform. All transactions go through them.

To inquire about specific transaction details, please reach out to Merrco directly:

Merrco Support
1-800-957-0534 | support@merrco.com | Merrco Dashboard
www.merrco.com/support

Submitting Partial Refunds

This can be completed in Buddi or your payment processor dashboard.

If you are trying to process a partial refund from the Order Queue and are getting the error message, "Last Refund Error: The settlement has not been batched for partial refund yet," you would have two options:

Wait for the transaction to settle before re-attempting the partial refund; or
Log into your payment processor account to void/refund the charge.

If you're a business owner accepting card payments, batches and settlements are crucial aspects of your daily operations. Settlements ensure the money you earned gets into your business bank account, even though card transactions are approved in real-time.

Batches:

A batch is a group of processed but unsettled transactions.
Transactions in an open batch can be voided or reversed.
Voiding is quicker and less costly than refunding.

Settlement:

Closing a batch triggers settlement, transferring funds to your account.
Settlement is often automated daily, but some prefer manual settlements.

Batch Management:

Leaving batches open for too long may prompt automatic closure by processors.
Some processors let unsettled transactions expire.
Ensure timely resolution to avoid missing out on earned income.

Article (external): Batches and Settlements