Prorated/Partial Credit Card Refunds

GoGreen CORegistered User ✭✭✭
Hello everyone!

We recently moved over to SiteLink Merchant Services because they wouldn't accept our CC processor anymore, and we've started running into various issues. In this case, a tenant paid a year in advance but no longer needs it and wants a refund for the unused time. We can't go the route of "voiding" the payment since it would return the full balance paid. However, when I moved the unit out and went to do the prorated refund that way, it would not give me the option to refund it by a card - only cash, check, or money order. If possible, he'd like the refund back on his card. Can anyone advise on how to do a prorated refund back to a tenant's card? 

Thanks in advance! 


  • themage
    themage ORRegistered User, Daily Operations Certified, Advanced Operations Certified, Administrator Certified, myHub Certified ✭✭✭✭
    Was the initial payment made before you switched card processors? 
    We haven't had this particular issue, so that is the only thing I can think of. 
  • GoGreen
    GoGreen CORegistered User ✭✭✭
    The payment was made after we switched processors, unfortunately. The transition has been a bit of a headache, we're having issues with tenant's making payments online now as well. 
  • GoGreen
    GoGreen CORegistered User ✭✭✭
    Got our answer from Sitelink support yesterday. Turns out that you cannot process a prorated refund back to a card, it can only be done by check, cash, or money order. Refunds to cards must be done in full, by voiding the payment. It was a sort of bizarre call - we were on the phone going through all the possible refund procedures and it wasn't until the very end that they informed me that it was all for naught as it's not possible to do anyways. 
  • devinkm10
    devinkm10 TXRegistered User
    I spoke with 2 different people at Storable that have not resolved my issue on giving refunds, but gave me a work-around, that not only will screw up our reports / books, but still doesn't allow me to refund any clients that have not made a payment since switching cc processors. They tell me I can't make partial refunds, or refund to the credit card on file and the only way to give a refund to a client that has moved out (for their refundable deposit) is to write a check and void a payment (which takes it from rental income then, instead of security deposits) and it won't even let me do that (it comes up with an error that says "Amount too small"). Needless to say, I am less than impressed with being forced to change Storable since all of this was working seamlessly before switching. And I now have 4 refunds due people that are just sitting there in SiteLink because I can't do anything with them.
  • i43storage
    i43storage WIRegistered User, Daily Operations Certified, Advanced Operations Certified, Administrator Certified, myHub Certified ✭✭✭✭✭
    This does not sound good ...
    Jean Marie
    I-43 Storage
  • storable_support
    storable_support TXRegistered User, Registered Moderator, Community Manager ✭✭✭
    edited November 2020
    Hi all, I'm looking into this now, to see how I can help and will follow up ASAP. 
    ~ Amy C.
  • storable_support
    storable_support TXRegistered User, Registered Moderator, Community Manager ✭✭✭
    Hello, I wanted to follow up and let you all know that we'll be building out the feature of partial refunds. It's currently on our roadmap, but I don't have an exact timeline to share right now. 

    @devinkm10, we looked further into your issues and want to apologize for the frustration as we recognize the mess with reconciliation this caused! In the future, if the deposit shows as owed to the tenant, then it can be returned to the tenant during the move-out or at a later point by going to Adjustments -> Refunds. This will allow you to refund the security deposit in a way that won't mess up reporting. I hope this helps! If not, I'd be glad to have someone from Support walk you through it by phone, just message me with your number. 

Sign In or Register to comment.

Howdy, Stranger!

It looks like you're new here. If you want to get involved, click one of these buttons!

© 2018 SiteLink Software, LLC. All Rights Reserved

Terms of Use  |  Privacy Policy   |  Cookies Policy   |  Help  |  Contact Community Manager   |  Change Marketplace Ads