NSC | Processing Customer Refunds via Electronic Bank Payments

Shiela Marie Villaluz-Oracle

Scenario
A user is attempting to process a Customer Refund via Electronic Bank Payments but the refund is not appearing in the payment processing suitelet.

Cause
The refund is not displayed due to missing or incorrect setup in the Customer record, Entity Bank Details, or Customer Refund form. One common issue is that the EFT Customer Refund Payment checkbox is not enabled on the Customer record or the required Payment File Format does not match the Company Bank's format.

Solution
To process Customer Refunds via Electronic Bank Payments, follow the steps below:

Step 1: Enable EFT Customer Refund Payment on the Customer Form

1. Navigate to the Customer record
   Lists > Relationships > Customers
2. Click Edit
3. On the upper right, select Customize > Customize Form
4. Go to the Fields tab
5. Under the Show column, check EFT Customer Refund Payment
6. Click Save
   

Step 2: Review Customer Record Settings

• Navigate to Lists > Relationships > Customers and open the Customer record
  
  
• Go to the Bank Payment Details (Credit) tab
• Ensure:
  • EFT Customer Refund Payment is checked
  • Entity Bank Details are created for the customer
    

Step 3: Confirm Entity Bank Details

• Go to the Entity Bank Details subtab
  
• Ensure:
  • Payment File Format matches the format set on the Company Bank Account being used in Step 2 of the Electronic Payments setup
  • Refund Method and Bank Account used match the original transaction (e.g., Cash Sale, Customer Deposit, or Payment)
    

Step 4: Review Customer Refund Settings

1. Navigate to Transactions > Customers > Issue Customer Refund > List
   
2. Click View on the relevant Customer Refund
   
3. Go to the Refund Method tab
   
   • Ensure For Electronic Bank Payment (Direct Debit) or For Electronic Bank Payment is checked
   • If the checkbox is not visible:
     
     • Click Customize > Customize Form
     • Under Screen Fields > Main tab, mark For Electronic Bank Payment as shown
       
       
4. Ensure the Check # field is blank
   
   
   Note: The refund will only show on the Electronic Payments suitelet if the Check # field is empty.
   
   

Conclusion
To successfully process Customer Refunds via Electronic Bank Payments, ensure all required fields and format configurations are correctly set across the Customer record, Entity Bank Details, and Customer Refund form. Proper setup ensures that refunds are picked up during payment processing and avoids common suitelet visibility issues.

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