Processing Returns Using Worldpay

1. Verify the device is ready.
2. On the left side of the Demographics screen, click Material Orders. The Material Orders screen opens.
3. Select the Invoiced tab.
4. In the Invoiced Orders list, locate the order you want to return and select Return from the Actions drop-down list.

   The order's Sale Detail list opens.

5. You can complete one of three types of returns:
   • For a partial return, select the check boxes next to the individual items to return.
   • For a full return, select the check box at the top of the check box column to select all items.
   • To return all the materials on the order without including the exam, click Full Return without Exam.

   The totals below the Sale Detail list update:

   • Total Sale is the total amount the patient was charged for the order, including any adjustments.
   • Total Paid is the total amount the patient paid less any previous refunds.
   • Previously Returned is the total net sale amount of all items that were previously returned (if any).
   • Return Due is the total net sale amount of all items currently selected for return.
   
   These totals do not indicate the amount to be refunded to the patient. The refund amount is calculated when you click Return and displays in the Return Order window (step 6).
   
   
6. If you need to return only part of a contact lens order, select the Qty to return. Partial returns are only available for non-insurance contact lens orders.
7. Click Return. The Return Order window opens.
8. Select the Return Reason.
9. Select the Inventory Return Option.
   • Write-off: Adds the item to your location's inventory and then adjusts the item out of inventory. Results in an inventory adjustment of -1.
   • Return To Inventory: Adds the item to your location's inventory.
   • Stock Transfer: Adds the item to your location's inventory and then adds the item to a stock transfer to the distribution center assigned to your location. Your location's inventory is decremented when the stock transfer is sent and the Stock Transfer Report is printed.
10. If the Inventory Return Notes field is displayed, type a note.
11. Select Refund for the Refund Method.

    The Return Order window lists the patient’s available refund amounts for each payment type.

12. In the list, locate the credit card you want to apply the refund to and enter the refund amount. The last four digits of the credit card are displayed to help you identify the correct payment. You do not have to refund the entire amount shown. Any remaining amount will be handled as a credit.

13. If you are returning a frame, Return Frame to Inventory is selected by default. If the frame cannot be resold, deselect this check box.

14. Click Return.
15. This step depends on the age of the transaction:

•  If the payment you are refunding is less than 45 days old, skip to step 16. You do not need to use the credit card at the terminal.

• If more than 45 days old, the device prompts you to use the credit card.

  1. Select a device in the Select Device window and click Proceed. 

     A message appears, indicating the terminal is ready.

     If multiple users select the same device to process payments simultaneously, the payment transactions may fail.

  2. Follow the prompts on the terminal.

16. When the refund is complete, the Credit Card Transaction Complete message appears in Encompass. Click Close.

    The Return/Refund receipt and a credit card receipt open in new browser windows.

    If the credit card receipt does not open, you may need to update your browser's popup window settings. See Enabling Pop-ups

17. To print the Return/Refund receipt and credit card receipt, click the Print button in the browser windows.
    
    To reprint the receipts later, locate the transaction on the Transactions tab in Material Orders and click Print. If the transaction was completed within the past 45 days, the credit card receipt also opens for printing .
    
    

To return an order and refund payment when the payment was made using multiple credit cards, the system first creates a customer credit for the refund amount. You then access Credit Refund to refund the amount to each credit card.

1. Verify the device is ready
2. On the left side of the Demographics screen, click Material Orders. The Material Orders screen opens.
3. Select the Invoiced tab.
4. Locate the order you want to return in the Invoiced Orders list, and select Return from the Actions drop-down list.

   The order's Sale Detail list opens.

5. You can complete one of three types of returns:
   • For a partial return, select the check boxes next to the individual items to return.
   • For a full return, select the check box at the top of the check box column to select all items.
   • To return all the materials on the order without including the exam, click Full Return without Exam.

   The totals below the Sale Detail list update:

   • Total Sale is the total amount the patient was charged for the order, including any adjustments.
   • Total Paid is the total amount the patient paid less any previous refunds.
   • Previously Returned is the total net sale amount of all items previously returned (if any).
   • Return Due is the total net sale amount of all items currently selected for return.
   
   These totals do not indicate the amount to be refunded to the patient. The refund amount is calculated when you click Return and displays in the Return Order window (step 6).
   
   
6. If you need to return only part of a contact lens order, select the Qty to return. Partial returns are only available for non-insurance contact lens orders.
7. Click Return. The Return Order window opens.
8. Select the Return Reason.
9. Select Refund for the Refund Method.

   The Return Order window displays a message indicating the order was processed using multiple credit cards, and that refunding will create a customer credit for the entered amount and then refund the customer credit.

10. Click Return. The Return/Refund receipt opens, showing a customer credit has been created for the refund amount. Print the receipt, if needed. The Refund Credit window also opens.
11. In the Refund Credit window, locate the credit card you want to apply the refund to and enter the refund amount. You do not have to refund the entire amount shown.
    
    The amount you enter cannot exceed the refundable amount shown for the payment type, and the total amount entered for all payment types cannot exceed the total refundable amount.
    
    
12. Click Refund.
13. This step depends on the age of the transaction:
    •  If the payment you are refunding is less than 45 days old, you do not need to use the terminal; skip to step 14.
    •  If the payment you are refunding is more than 45 days old, then:
      1. Select the terminal in the Select Device window and click Proceed. 

         A message appears, indicating the terminal is ready.

         If multiple users select the same device to process payments simultaneously, the payment transactions may fail.

      2. Follow the prompts on the terminal.
14. When the refund is complete, the Credit Card Transaction Complete message appears in Encompass. Click Close.

    The Credit Refund receipt and the credit card receipt open in separate browser windows.

15. Click Print to print the receipts.
16. To refund the credits on the additional credit cards, click Refund Credit and repeat steps 11 through 15.