Hi everyone! As promised, here's the decision tree that my colleague Katina White made. She's great with the gifs, but I guess Spongebob and Patrick were removed once we decided to put it into our Tess documentation.
One of the things we did (when we had Spongebob and Patrick) was to actually put the dates on the decision tree. Ergo: "Was the payment made before TMS cutover?" was actually "Was the payment made before 5/15/23?". Also, the "Is today before the 90-day window has expired?" was " Is today before 8/13/23?".
I can't figure out how to attach an actual pdf, so hopefully this screen capture is readable. If not, let me know and I'll email a copy to you!
Am I reading this correctly that if it's within the 90 day window, you still have to re-enter the card number? And can you not do a refund at all outside the 90 days, even if you re-enter the card number? I'm a little confused by that. Is it not always possible to refund if you re-enter the card info?
Yes, within the 90 day window, if the payment is unreferenced, you have to either re-key or tap/swipe/insert the card into an EMV device.
And after 90 days, you will no longer be able to refund at all, unless it's referenced and then, only by using the 'Refund' button in the original order.