NetSuite - Refunding a Customer

Refunding a Customer

In some instances, customers may request refunds if they have overpaid on their account.  This can be a result of simple overpayment error (paying $1500 instead of $1200, for example), or can be the result of multiple payments applied to their account (for example, they submitted a rent payment without knowing that their roommate had already paid the rent, resulting in a double payment).  

Typically if a customer overpays a small amount, their account will simply have a credit and they will simply owe less the following month.  But in cases of accidental large overpayments or double payment, the customer may request a refund.  

Refund requests are submitted by property managers and are subject to RVP approval.  Refunds are applied to customers via their original payment method.  For example, if a resident paid via debit card on the Customer Portal, the refund will be processed electronically and credited back to their account.  If the customer paid by check, the refund will be routed through Sun’s Accounts Payable team and a check will be printed/mailed to them. 

Note: If a resident has paid by check, please ensure that the payment shows as Cleared in the resident’s Account History in the RentPayment online portal before initiating the refund. Access the Account History by clicking People in the top menu, finding the appropriate resident in the search, and clicking their name. 

To request a refund:

1. Open the Customer Ledger. 
2. Check the box next to the payment to be refunded, then click the Refund Request button at the top of the page. 
   • Note:  Payments will be refunded to the original payment type, or can be paid by check.  For example, if the resident paid via debit card on the Customer Portal, their debit card can be refunded directly, or they can receive a refund check.  
   • 
3. Complete the Refund details. 
   • Select Full Refund or Partial Refund.
     • Please note, if a Partial Refund is selected, the team member will need to add in the amount of the partial refund. 
   • Select the Refund Method. 
   • Enter a Reason for Refund. 
4. Click Submit for Approval. 
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The request will be routed to the property’s RVP for approval and if approved, the refund will be processed. 

The refund request is visible on the Customer Ledger’s Refund Request tab.  The status will be updated when the refund request is approved/rejected.