What should I do if my refund fails to send?

At Clientbook, we are committed to ensuring seamless transaction and refund processing through our trusted payments partner, BlueSnap. By understanding how refunds work within Clientbook Payments, you can efficiently address and resolve issues if they arise.

How Refunds Work

To successfully process a refund through Clientbook Payments, you must have sufficient funds available in your BlueSnap account. These funds can be in one of the following locations:

1. Main Account: Recent transactions that have not yet been transferred to your bank account.
2. Refund Reserve: A designated amount set aside for refunds. The default reserve is $35. If you need to adjust this amount, please contact Clientbook Customer Support for assistance.

If there are insufficient funds in either account, the refund will fail to process. However, there are several alternative solutions to ensure your customer receives their refund promptly.

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Refund Solutions

Option 1: Issue a Check or Process a Payment Through Your Point of Sale System

The quickest way to resolve a failed refund is to issue a check or process the refund directly through your POS (Point Of Sale) system.

This approach avoids potential delays and ensures your customer receives their refund immediately.

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Option 2: Wait for New Funds to Become Available in Clientbook Payments

If you prefer to process the refund using Clientbook Payments directly, you can wait until enough new sales have been generated to cover the refund amount. Once these funds are available, they can be used to process the refund. 

Important: To ensure your new funds are set aside for your refund contact Clientbook Customer Support right away. If your new transactions are paid out, they will become unavailable for refund use.

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Option 3: Load Funds into Your Refund Reserve

For time-sensitive refunds, you can initiate a wire transfer to load your refund reserve with the necessary funds. Here’s how:

1. Contact Clientbook Customer Support to request the required forms and instructions.
2. Once the forms are completed, you’ll receive an order number. (Make sure you save this number and send it to support!)
3. Once we receive your order number, our team will work with BlueSnap to load your refund reserve with the specified amount.
4. We will finalize the refund process on your behalf.

This option provides additional control and ensures your refund is processed without further delay.

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If you have any questions or need additional guidance contact our Customer Support Team at [e-mail] or [phone].