Context


  When processing mass-refunds, it is key to communicate clearly with customers on the state of their refunds, to avoid overloading your call centre with basic questions. Up to now, automatic emails could be triggered for some steps inside the refund process (e.g., when a ticket cancellation order is created, or when a refund payment is dispatched to either the credit card or the customer credit account by the batch). However, nothing automatic existed for bank transfer refunds or refunds of the money on the customer credit account. A new batch now enables you to setup such automatic notifications, so that all refund payments, whether they are coming from an order or from the customer credit account, generate an automatic email notification with relevant details, reducing the number of customer inquiries.

Solution

A new batch to notify refunds is now available and allows you to schedule automatic notifications of refunds based on various criteria, including:

  • The refund sales channel and payment method
  • The original payment method
  • The type of refund (refund order and/or refund from credit account)
  • The refund date

The email notification that are sent to the refund payment contact includes relevant payment information, in particular the value date, the payment method, the refund amount and details about the payment method (e.g. IBAN for bank transfer). For notifications related to refund orders, the file reference is also included.

How to get started?

First, you need to create a new batch of type Payment notification. If the batch type is not available, please get in touch with our support team

Inside this batch, you can then create schedule for the function Refund notification email in order to schedule an automatic notification of your refund payments.

The available filters are:

  • Payment methods: the payment method used for the refund
  • Order sales channel: the sales channel where the refund payment was made, i.e. on which the refund order was done resp. the refund from credit note was processed
  • Initial payment methods: original payment method of the order that is refunded. Only use this filter if you want to notify only refund payments linked to refund order.
  • Refund type: choose if you want to notify refund coming from orders and/or refund coming from a refund of the customer credit balance
  • Sales channel/point of sales: sales channel and point of sale to use for the generation of the email
  • Email template: document type of the class Refund payment notification email to be used as the email template
  • Order summary to attach: order summary PDF (only for refunds linked directly to a refund order) to attach to the email
  • Minimum payment date: payments before this date will be ignored (if not specified, all refund payments from the past will be notified!)
  • File(s): comma-separated list of files, for test purposes (only works with payment linked to a refund order, not for refunds from the credit balance.


It is highly recommended that you set the minimum payment date at a date around the time you run the first time the batch to avoid that all historical payments be notified.

Note that the refund by bank transfer will only be notified after the bank file has been generated.

If you want to customize the content of the email that is sent, you can find the corresponding template in Document Type: search for an existing document type of the class Refund payment notification email or create a new document type of the class. (Note that at time of release, the default template is only available in English and French. More languages will be upcoming.)

At the moment, the email does not contain the credit card details (like masked number). We are working on an improvement to make this information, useful to your customers, available in the system and email template for refund payments in an upcoming corrective patch.