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The refund will not be sent to the gateway if these instructions are followed. This is the desired result. Most gateways will accept the refund even though RDR has already given a refund. It is imperative that users be properly trained on RDR procedures to prevent this.

Table of Contents

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Add RDR as a Refund Reason

Go to CRM > → Call Centers. Scroll and scroll down to the Refund Reasons panel.

Press the green + button on the far right . Add and add RDR as a reason.

Add RDR Fees into Gateway configuration

Go to Gateways → Gateway List and edit your gateways to add the RDR Fee.

Mark transactions as RDR

Set the RDR manually

  1. Find the customer in CRM

  2. Find the transaction which to refund

  3. On the transaction Actions, choose Refund

  4. Choose RDR for the reason

  5. Check the Refunded Externally box

  6. Press Refund button

Set the RDR via API

  1. Review the Refund Transaction API here

  2. Create an API user with access to the Refund Transactions endpoint. Be sure to whitelist as needed.

  3. Call the Refund Transactions API with

    1. transactionId

    2. refundReason=RDR

    3. externalRefund=1

    4. fullRefund = 1

    5. loginId = API user username

    6. password = API user password

Reporting

If the steps above are followed properly, the Refund Details Report will display the RDR transactions. These transactions will be displayed as Externally Refunded and you will see RDR in the Refund Reason column.

Additionally, the RDR Fee is calculated as an expense on your Transaction Summary report.