Sometimes subscribers have outstanding balances, for example when a subscription is stopped in the middle of a period. In most cases, the customer will want these balances to be refunded.
To be able to refund an amount, it must first be released from the invoice on which the payment was made. We recommend releasing the amount through a credit note, either manually or by stopping the subscription. It is also possible to manually release the amount from the invoice without crediting, but this will cause the invoice to be marked as unpaid and may result in reminders being sent.
Payments that are not linked to an invoice will appear in bold in the customer’s invoice overview.
To refund an amount, click the Payment ID (the blue number on the left) and use the “Refund” button:
How a customer’s outstanding balance can be refunded depends on how the invoice was paid. Card payments and MobilePay payments can be refunded automatically via Iteras. If the customer used other payment methods (typically Betalingsservice or FIK payments), the refund must be handled manually.
Refunding card payments
Card payments can be refunded directly from Iteras.
In the payout dialog, select “Pay the amount back through the payment card used for the payment” (automatically preselected for card payments). Then click “Refund amount,” after which the amount is automatically refunded to the customer.
You can refund both one-time payments and payments made via a card payment agreement in this way.
In cases where the card has expired or where it is otherwise not possible to refund the amount to the card, you must instead create either a manual payout or a bank payout.
Refunding Vipps MobilePay payments
Vipps MobilePay payments can be refunded directly from Iteras, provided they are no more than 90 days old.
In the payout dialog, select “Pay the amount back through Vipps MobilePay” (automatically preselected for VMP payments). Then click “Create refund,” after which the amount is automatically refunded to the customer.
If the payment agreement has been canceled, the payment is older than 90 days, or it is otherwise not possible to refund via Vipps MobilePay, you must create either a manual payout or a bank payout instead.
Manual refunds
For businesses that only have a few payouts per week, the most straightforward option is a manual bank payout, which is then registered in Iteras. This means contacting the customer to request their bank account number and making the payout through the bank. The payout is then registered as “Manual” in Iteras:
Bank payout (payout file)
Large businesses that have multiple bank payouts per week will benefit from a payout file that can include multiple transactions and be processed in one go in the bank.
To be able to generate a payout file, the company must register its bank account number under Business entity:
After that, the process for bank payouts is as follows:
1. Create a bank payout and enter the customer’s bank account number
The payout is initially created as a draft. This means that the payout is not yet part of the accounting transactions, and the draft payout can be deleted if it turns out that the money should not be paid out to the customer after all.
2. Under Finance > Payments, select “Refunds ready for bank payout”
This filter shows all draft payouts that can be exported to a payout file.
To find draft payouts that have been created but are missing the customer’s bank account number and therefore cannot be paid out, use the filter “Pending refunds.”
3. Export the list and upload it to the bank
Select the entries to be paid out and click the “Export selected” button.
When you click the button, a file is generated containing all the information the bank needs to process the payouts. Upload the file to the bank, and the bank will take care of completing all payouts included in the payout file.
4. Mark the list as paid out in Iteras
When the bank approves the payout file, remember to click “Mark selected as paid out.” This triggers the following actions:
refunds lose their draft status
refunds are removed from the view “Bank payouts ready for bank export”
the posting date and bank account date of the entries are set to today’s date
the payouts become part of the accounting transactions
If you forget to mark the entries as paid out, you risk exporting the same entries multiple times.