The best practice recommendation when issuing a refund to a customer is to complete a return on the RICS>POS using a linked refund.  However, if necessary, a transaction and payment can be voided using the steps outlined below. 

Only RICS>Pay payments on an open credit card batch may be voided. Once the credit card batch is closed only a refund can be completed. A voided payment is never funded, a refunded payment will display in RICS and MerchantTrack as a batched regular sale and a second batched refund.

Voiding a RICS>Pay transaction is a two-step process, voiding the ticket in the RICS Back Office, and voiding the payment in MerchantTrack. 

VOID A Ticket In RICS

1. Login to the RICS Back Office

2. Navigate to System :: POS Administration :: Void Ticket

3. Enter the ticket number into the yellow Quick Lookup field; click 'Lookup'

4. Click 'Void Ticket'; Lower left of page

 

VOID A PAYMENT IN MERCHANTTRACK

1. Login to the RICS Back Office

2. Navigate to Setup :: Manage Store :: Setup Settings

3. Enter your RICS Store Number; Click ‘LookUp’

4. Click ‘POS Credit Card Processing’

5. Click 'Login to MerchantTrack'

Note 1:  This will open MerchantTrack in a new tab. If pop-ups are not enabled in your browser, it may be necessary to enable that setting to login to MerchantTrack.

Note 2: Users accessing MerchantTrack from the Back Office are required to have an email address and phone number associated with their user profile on the Manage Users page.

6. Click 'Transaction Search'

7. Enter the Trasaction Id into the appropriate field; found at the bottom of the receipt or in the customer’s purchase history

Note: The Date Range Start Date and Date Range End Date filters can be used if the Transaction ID is not present.

8. Click 'Search'

9. Click the blue Transaction ID number

10. Click 'Void'; Upper right in the Actions window

Note: If this transaction is not on an open credit card batch, the ‘Void’ option will be replaced with ‘Refund’

11. Click 'Void Transaction'

Note: A message will display at the upper right indicating the ‘Transaction Reversed Successfully!’