Although the majority of refunds are handled outside of the Jumbo Lottery Platform (JLP) Admin system, certain integrated refund features within JLP Admin, such as eWAY and PayPal, only permit refunds to be issued to the original payment source.
This article will guide you through the steps necessary to process a refund within the JLP admin. Whether you’re using eWAY, PayPal, or another payment gateway, understanding the refund process is essential for providing top-notch customer service and maintaining a positive reputation for your business.
Prerequisites
- Access to the JLP admin
- Required level of Admin access and capabilities to make manual withdrawals and process refunds
Please make sure to follow your company’s Anti-Money Laundering policies and procedures when processing a refund.
Processing A Manual Refund
Before processing a refund on your payment gateway, you need to clear out the funds from the customer’s JLP account. To do this, you will need to perform a manual admin withdrawal in JLP Admin.
1. Confirm The Refund Amount
On the customer’s profile, check the amount to be refunded. This is displayed in the customer’s Account Balance and should appear as Deposited Funds.
2. Navigate To The Manual Withdraw Page
On the left-hand side menu, click on “Administrator Actions” then “Manual Withdraw”.
3. Enter Withdraw Details
On the Manual Admin Withdraw page, you need to enter the following details:
- Amount – amount to withdraw
- Withdraw type – admin, card or cheque options
- Customer visible description – Is a mandatory field that is visible to the customer
- Internal comment – optional field and will not be visible to the customer
4. Complete The Withdrawal
After double-checking the details, click on “Proceed Withdrawal” on the bottom right to complete the action.
5. View Withdraw Details
After completing the withdrawal from the customer’s wallet, click “Withdraw Details” to view and confirm the withdrawal details.
6. Process The Refund On Your Payment Gateway Portal
For most payment gateways and partial refunds, you will need to follow your company’s refund process on your respective payment gateway portals.
Processing An Automated Refund
Some payment gateways supported by JLP allow for integrated refunds. Follow the steps below to process an automated refund.
It is important to note that integrated refunds can only be used for full refunds. Partial refunds need to be processed manually.
1. Find The Relating Card Deposit
Your payment gateway will require a unique identifier such as a receipt number or deposit ID in order to match it to the transaction within the payment gateway.
2. View Transaction History
You can find this information on the Deposit Details page. To view the deposit details, click on “Transactions” then “Transaction history” on the left-hand side menu.
3. View Deposit Details
Click on the deposit that you would like to process a refund for to view the deposit details page.
4. Find The Unique Identifier
Find the unique identifier that your payment gateway requires. This can be found under the receipt section or in the raw data field.
5. Process The Refund
Some payment gateways such as eWAY and PayPal have a refund button within the Deposit Details page in Admin that allows you to process refunds directly. These refund features can only be used for full refunds.
For PayPal refunds, the full amount of the canceled ticket needs to be in the customer’s JLP account for the PayPal refund button to become available.