Description

This explains how to reverse all or part of a Trash Billing payment.

Before You Begin

You must be a current Trash Billing user. The customer for whom you are reversing a payment must have made the payment via Trash Billing (in other words you cannot refund a payment to a customer's card if they initially paid by cash or check).

Context

Trash Billing users will inevitably have to reverse a payment sooner or later. Customers move away, cancel service after a payment was processed, sign up for service before realizing they live too far away, dispute services, etc. The steps listed below explain how to reverse a payment, but if you are ever in doubt of what to do or need assistance then please call our Trash Billing department at 800-708-8642.

Also, please note that reversing an ACH payment comes with an extra risk: if you reverse an ACH payment before the initial transaction is done settling then it's possible to end up with your giving the customer money that they never paid. Trash Flow will provide an extra warning in case of that risk.

Reverse the Payment

1. Open the account of the customer who needs a payment reversed.
2. Navigate to the History tab and click the payment to highlight it.
3. Right-click and click Reverse TB Payment. (You may need to enter a password at this point.)
4. By default Trash Flow will fill in the full amount of the payment to reverse; change this if desired. Note that you can never refund more than the amount of the original payment.
5. Use the dropdown to choose a Reason for Return; if nothing matches exactly then choose the closest option.
6. Click OK to reverse the payment.

When You're Done

Once this is done the reversal process has started. It normally takes Trash Flow 2 to 3 business days to process reversals. However, it may be longer until the customer has the money available on their credit card or bank account. It may take a week or longer for the customer's bank to acknowledge the refund.