Overview

In OmniPoint Order Management's CIM (Customer Information Manager) system, handling credit card transactions properly is crucial for maintaining accurate financial records and providing seamless customer service. Two key actions for resolving transactions are Voiding and Refunding. Understanding the differences between the two ensures compliance with payment gateway policies and avoids accounting discrepancies.

Voiding

Voiding a transaction cancels a payment that was authorized but has not yet been settled (i.e., the funds have not yet been transferred from the customer’s card). This typically occurs within the same day of the original payment.

Key Points

• Must be performed before the batch is settled by the payment gateway (e.g., Authorize.net).
• The transaction will not appear on the customer’s credit card statement.
• Effectively removes the charge as if it never happened.
• Usually available for up to 24 hours after authorization.

When to Use

• The customer cancels the order shortly after placing it.
• An order was mistakenly submitted and caught immediately.
• A duplicate transaction is detected the same day.

Refunding

Refunding is used when a transaction has already been settled. This process sends money back to the customer’s credit card and typically appears as a credit on their bank statement.

Key Points

• Performed after the batch has settled.
• Funds are reversed and returned to the customer.
• Must be issued to the original card used in the transaction.
• Typically takes 3–5 business days for the customer to receive funds.

When to Use

• The customer requests a return or cancellation after shipment.
• A partial refund is needed (e.g., product damaged but not fully returned).
• A dispute or customer service issue results in a financial adjustment.

Instructions

Voiding a Transaction in CIM

1. Navigate to the invoice or payment record.
2. Click the Void button (available only if the transaction is unsettled).
3. Confirm the void action.
4. The payment will be marked as voided and removed from the batch total.

Note: If the batch is already closed, the Void option will be unavailable, and you must proceed with a refund instead.

Refunding a Transaction in CIM

1. Go to the invoice or payment associated with the original credit card transaction.
2. Click Refund.
3. Select the original transaction ID (if multiple payments exist).
4. Enter the refund amount (can be partial or full).
5. Provide a reason and submit the refund.

Tip: Refunds can only be issued to the same card used in the original payment. If a different card is required, a manual resolution outside the platform may be necessary.

Common Scenarios and How to Handle Them

Best Practices

• Always void a transaction rather than refund if possible — it is cleaner and faster.
• Act quickly—batches can settle within hours, especially in automated systems.
• Keep accurate notes and documentation for all refunds, especially partial ones.
• Inform customers of expected timelines for refunds to appear on their statements.