Scheduling a Client Refund

This article describes the process for scheduling ACH and physical check refunds within the FORTH system. It was developed for CRM agents and account managers who need to process ACH or physical check refunds for consumers within the FORTH system.

The article is organized into the following sections:

• Overview
• Prerequisites
• How to Access
• How it Works
  • Option 1: Schedule an ACH Refund
  • Option 2: Schedule a Check Refund
• Troubleshooting / FAQ
• Assistance

Overview

Scheduling client refunds accurately ensures proper account closure and maintains financial compliance. The FORTH CRM automatically incorporates pending custodial fees into refund calculations, preventing balance errors. Users can schedule direct ACH transfers or mailed physical checks directly from the client profile. Following this procedure guarantees that consumer balances update correctly and prevents delivery delays.

Prerequisites

• Standard user access to the FORTH CRM.
• A signed Account Closure & Balance Refund Request Form (ACR) uploaded to the client page prior to scheduling.

How to Access

1. Log in to the FORTH CRM.
2. Go to the Enrollments tab.
3. Select the target client to open the Client's Enrollment Details page.
4. Click Add Payment.
   

How it Works

Option 1: Schedule an ACH Refund

1. Select the Active checkbox to ensure the transaction is live.
2. Select the appropriate route from the Gateway dropdown menu.
3. Select Client Refund from the Type dropdown menu.
4. Select --ACH Credit-- from the Sub Type dropdown menu. (You can also choose Bank Wire, Check, Check 2nd Day, or Check Overnight).  If you keep ACH Credit, you will see the following three fields to complete.
   • Account Number: confirm info or update per consumer's instructions ACR doc
   • Routing Number: confirm info or update per consumer's instructions ACR doc
   • Account Type: depending on earlier selections, this option may be locked in. Otherwise, you can select Checking or Savings.

5. Process Date: (REQUIRED) Select next business day or the current date if scheduling before the 12 Noon PST cutoff time.
6. Confirm Occurs defaults to 1.
7. Amount: (REQUIRED) Type in the refund amount. To the right of this field, you will see the amount available in bold text. If you hover over the small letter "i", you will be shown a breakdown of how the available amount was calculated:
   Memo: Type in the reason for the refund i.e. "Client Refund"
8. From Payee: A list of payees, broken down by whether they are Company Payees or Forth Pay Managed Payees. 
9. Action: Select "Schedule Transaction" from the dropdown menu

10. Click SAVE to schedule the ACH Refund.

NOTE: Fee to the client: $0.00 

Option 2: Schedule a Check Refund

1. Select the Active checkbox.
2. Select Client Refund from the Type dropdown menu.
3. Select a delivery option from the Sub Type dropdown menu,: Check, 2nd Day Check, Overnight Check, or Standard Check.
4. Confirm or update the mailing details:

• Address: (REQUIRED) This field will default to the consumers' information on file - confirm the information or update it per the consumer's ACR document.
• City: (REQUIRED) This field will also default to the consumers' information on file - confirm the information or update it per the consumer's ACR document.
• State: (REQUIRED) From this dropdown menu, select the correct state.
• Zip: (REQUIRED) This field will also default to the consumers' information on file - confirm the information or update it per the consumer's ACR document.

5. Process Date: (REQUIRED) Select next business day or the current date if scheduling before the 12 Noon PST cutoff time.
6. Confirm Occurs defaults to 1.
7. Amount: (REQUIRED) Type in the refund amount. To the right of this field, you will see the amount available in bold text. If you hover over the small letter "i", you will be shown a breakdown of how the available amount was calculated:
   
8. Enter the reason (for example, "Client Cancellation Refund") in the Memo field.
9. Select Schedule Transaction from the Action dropdown menu.

10. Click SAVE to schedule the check refund.

NOTE: Fee to the client: $5.00 (Standard) / $10.00 (2nd Day) / $25.00 (Overnight), respectively.

Troubleshooting / FAQ

• How are pending custodial fees handled? FORTH incorporates pending custodial fees into refund calculations automatically. For example, if a consumer cancels on the 5th but has a fee scheduled for the 20th, the system adjusts the available refund amount to account for that pending fee.
• What if the client is cancelling or dropping? Click the Dropping / Cancelling click here hyperlink on the payment screen to navigate cancellation workflows.
• Are there client fees associated with refunds?

• ACH Refunds: $0.00 fee.
• Check Refunds: $5.00 (Standard), $10.00 (2nd Day), or $25.00 (Overnight).

• What happens if a check is not cashed? An automated process sends email reminders to consumers whose physical refund checks remain in Shipped status for extended periods (such as 31 and 61 days).

Assistance

For further assistance, reach out to support@setforth.com.