Return Transactions
If an Account is need of a Full or Partial adjustment of the principal balance, Merchants may submit a transaction to adjust the balance in uPortal360 using the Returns button. All Transactions submitted using this function will be classified as a Product - Cancel or Return. Returns can be used if the Account needs to be cancelled or closed or if a simple adjustment is needed to reduce the consumer’s balance.
When to use Returns
Support Tickets - If the determined outcome to resolve a consumer’s Support Ticket request is to adjust the principal balance or close the contract, the Returns function should be utilized to complete the desired outcome.
Client Request - If a request is being made to adjust the principal balance or close the Account and no Cases or Support Tickets are outstanding, simply use the Returns button to submit the requested adjustment and a Support Ticket will automatically be created. There is no need to submit separate request in conjunction of the Return request submitted.
How to Submit a Return 📮
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Returns Permission 🚦
If Returns does not appear as an available feature, please reach out to a member of your organizations management team.
User Management
Users with the User Management Permission may assign the permission within uPortal360 by utilizing the Manage Users function.
Manage Users > View (user name) > Permissions > Returns
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More than one Charge Slip? 🧾🧾
If only performing one return, select the desired Charge Slip for the return to be applied.
If performing more than one return on the same Account, select one of the desired charge slips and perform the return. An option will be made available to return to the Account to perform additional returns if needed.
Full vs Partial 🧮
Full Return
This will result in Account balance of $0 and the consumer could receive a refund for any applicable payments made. Any interest or fees may also be adjusted off the Account (if applicable).
Partial Return
If balance remaining, consumer is still responsible for remaining balance. Could result in refund if return amount is for more than outstanding balance.
Do NOT Include Fees & InterestFees and interest will be calculated separately based on the amount entered for the Principal Balance.
Return Limiting ⏲️
Returns to single Charge Slips are limited to one request within a 24 hour period.
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Unrelated or No Support Ticket 🛟
If the Open Support Ticket is unrelated or there is not a current Open Support Ticket, one will be created upon submission.
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Return Audit Review 🔍
In certain circumstances, the return my need to be reviewed and moved to completion by a member of our Business Administration Team. Once the return has been moved to complete, the related support ticket will be closed accordingly.
If additional assistance is needed, please contact the Merchant Performance Team