Scheduling a Client Refund

This article provides the steps required to schedule a client refund within the FORTH CRM.

**IMPORTANT: PLEASE REQUEST THAT THE CONSUMER SIGN AN ACCOUNT CLOSURE & BALANCE REFUND REQUEST FORM (ACR) AND UPLOAD THE DOCUMENT TO THE CLIENT'S PAGE BEFORE SCHEDULING THE REFUND.

Log in to the CRM and go to the Enrollments tab,

Navigate to the Client's Enrollment Details page, and click Add Payment. 

Adding an ACH Refund

IMPORTANT: Fields with an asterisk are REQUIRED to be filled out.

• Active: Checking this box makes the transaction live (this box should always be checked)
• Gateway:  Select the appropriate Gateway to be used with this refund.
• Type: Client Refund
• Sub Type: --ACH Credit-- (DEFAULT and REQUIRED; you may 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.

NOTE: "Dropping / Cancelling click here" hyperlink should be clicked if either of these scenarios affect you.
 

• Process Date: (REQUIRED) Select next business day or the current date if scheduling before the 12 Noon PST cutoff time
• Occurs: Defaults to one (1) time
• 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"
• From Payee: A list of payees, broken down by whether they are Company Payees or Forth Pay Managed Payees. 
• Action: Select "Schedule Transaction" from the dropdown menu

Click SAVE to schedule the ACH Refund.

NOTE: Fee to the client: $0.00 
 

IMPORTANT: Forth custodial fees are now incorporated into refund calculations. For example, if a consumer cancels on the 5th of the month but their custodial fee is scheduled for collection on the 20th, the system will automatically recognize the pending fee and adjust the refund accordingly.

Adding a Check Refund

• Active: The box should always be check-marked
• Type: Client Refund
• Sub Type: Select from the following 3 options: Check, 2nd Day Check, Overnight Check, Standard Check
  • 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.
    WHEN AN ADDRESS IS UPDATED VIA FIELD PLEASE EMAIL clients@forthcrm.com. This is important so that the shipping address is correctly updated before the check is shipped.

NOTE: The "Dropping / Cancelling click here" hyperlink should be clicked if either of these scenarios affect you.

• Process Date: (REQUIRED) Select next business day or the current date if scheduling before the 12 Noon PST cutoff time
• Occurs: Defaults to one (1) time
• 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 Cancellation Refund"
• Action: Select "Schedule Transaction" from the dropdown menu.

IMPORTANT: An automated process sends email reminders to consumers whose physical refund checks remain in "Shipped" status for extended periods (e.g., 31 and 61 days).

Click SAVE to schedule the Check refund.

NOTE: Fee to the client: $5.00 / $10.00 / $25.00, respectively.

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