Currently, same-day voids are the only card-not-present refunds you can process directly in Ascend. For step-by-step instructions, see our article: Ascend Pay - Process a Refund (Same Day Void). 

If you need to refund a payment from a previous day or a closed transaction and the card isn't present, contact the Ascend Support team. They’ll help you process the remote refund.

Setup

To streamline these requests, create an Ascend Pay Fix payment type in your system.
For setup instructions, check out: Payment Type - Create a Custom Payment.

Verify Customer and Transaction Details

1. Locate the Customer's original transaction with the Ascend Pay payment applied.
2. In the Payment section, identify the charge.
3. Call Ascend Support 877-875-8663.

4. Ascend Support will provide a Refund Letter for applicable credit card providers (Visa, MasterCard, and Discover only).
5. Ascend Support will copy the Refund PSP # into the transactions comments section. 

Apply Ascend Pay Fix to Open Transaction

If the transaction is still open, you can add the Ascend Pay Fix directly to that transaction.

1. Remove item(s) from transaction.
2. Confirm Ascend Pay refund with Ascend Support (steps above).
3. Add Ascend Pay Fix payment type for refunded amount.

Create Return

1. Follow the standard Return process in Ascend. Article: Sales - Create a Return
2. Select Ascend Pay Fix payment as the return payment method.
3. Click Save.
4. Save transaction as usual.

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