Processing Returns for Payments Powered by OEC

IMPORTANT! This article is only for dealers who have been migrated to the new returns experience. 

If your dealership has not yet been migrated, continue using your existing returns process until migration is complete.

KB Article #8882

RepairLink and the Payments tab both include a dedicated Returns page that allows you to issue credits for customer returns directly from any completed order. You can access the Returns page from a RepairLink order or from the Payments tab in the Dealer Portal. Once on the Returns page, the process is the same regardless of where you started.

The Returns page allows you to:

• Issue a credit for specific parts that are being returned
• Issue a credit for a core charge only, without returning the part
• Enter a flat dollar amount credit when itemized parts are not needed
• View the full credit history for any invoice
• Submit refunds in the Payments tab for both Carvana orders and Individual Shops

---

Opening the Returns Page

There are two ways to access the Returns page.

Click an option below to get started:

•  
  1. Log in to RepairLink and navigate to the order to process a return for.
  2. Click the Returns icon in the top section of the order.
     
  3. To return to the RepairLink order, click the X in the top right corner of the Returns page.
•  
  1. Open the Payments tab in the Dealer Portal and locate the sale transaction in the Transactions grid.
  2. Click the black arrow icon in the Return column for that transaction.
     
  3. To return to the Payments tab, click the Invoice number link at the top of the Returns page or click the X in the top right corner of the Returns page.

Once you're on the Returns page, you'll see three summary fields at the top:

• Original amount: the full value of the original sale
• Amount credited: any credits already issued on this invoice
• Net invoice amount: the original sale amount minus any credits already issued

---

Submitting a Return

Multiple returns can be submitted on the same invoice, as long as the total doesn't exceed the original amount.

Before submitting a return, decide how to apply the credit. There are two options:

• Credit Specific Dollar Amount: Enter a flat credit amount without selecting individual parts. This is the only option available for transactions completed directly in the Payments tab (for example, phone orders where itemized parts are not available). Note: Once you submit a dollar amount credit on an invoice, all future credits on that invoice must also use the dollar amount method. You cannot switch to line items.
  
• Credit Specific Line Items: Choose exactly which parts to return, one, several, or all. For each part, specify the quantity being returned, the reason for the return, and whether to include the core charge. Note: Credit specific line item returns are only available for RepairLink transactions. Payments tab-only transactions must use dollar amount credits. Carvana Returns must be processed by line item.
  

You can start with line items and switch to dollar amount at any time. The payment method is automatically pulled from the original transaction and cannot be changed.

Important: After you apply a dollar amount credit, every future credit on that invoice must also use the dollar amount method. You can't switch back to line items. If you start with line items, though, you can switch to dollar amount at any time.

Click an option below for the credit method you selected:

• Use this method when the customer is not physically returning a part, such as a credit for damaged parts or a pricing correction.
  1. Credit amount (required): Enter the dollar value to credit. This cannot exceed the net invoice amount.
  2. Reason (required): Select from the dropdown: Not needed, Core return, Incorrect part requested, Damaged part, or Incorrect part sent.
     

  3. Fill in the Review fields on the right side of the page:

     1. Restocking fee (optional): Enter a dollar amount to deduct from the total refund.
     2. Credit memo (optional): Add a reference number for your records.
     3. Payment method: Pre-filled from the original transaction; not editable.
     4. Email receipt (required): Pre-filled with the shop's email; can be updated.
     5. Note (optional): Add any additional context.

     

     Note: The Review section also displays a calculated summary, including Subtotal, Taxes/fees, Surcharge (if applicable), and the Restocking fee deduction, along with the Total credit.

  4. When everything looks correct, click Submit. You'll be redirected to the History tab, where you can see the completed return.
     
• Use this method to choose exactly which parts to return.
  1. Check the box next to each part to return or use the Select all checkbox to select all parts at once.
     

  2. For each selected part, choose one of the following credit types:
     

     • Quantity: Use this when the customer is returning the part itself. Enter the number of units being returned in the Qty field, then select a Reason from the dropdown.
     • Core credit only: Use this when the customer is returning only the core, not the part. This credits only the core charge.

     Note: If the part included a core charge, an Include core price checkbox displays. Check this box to include the core so a full credit is issued.
     

  3. Select a Reason for the return from the dropdown (for example, Not needed, Damaged part, or Incorrect part sent).
     

  4. Fill in the Review fields on the right side of the page:
     

     1. Restocking fee (optional): Enter a dollar amount to deduct from the total refund.
     2. Credit memo (optional): Add a reference number for your records.
     3. Payment method: Pre-filled from the original transaction; not editable.
     4. Email receipt (required): Pre-filled with the shop's email; can be updated.
     5. Note (optional): Add any additional context.

     Note: The Review section also displays a calculated summary, including Subtotal, Taxes/fees, Surcharge (if applicable), and the Restocking fee deduction, along with the Total credit.

  5. When everything looks correct, click Submit. You'll be redirected to the History tab, where you can see the completed return.
     

---

Viewing Return History

After a return is submitted, review all credits issued against an invoice from the History tab.

1. Choose your starting point:
   1. From the Payments tab, click the Returns icon on the transaction in the Transactions grid.
       
   2. From a RepairLink Order, click the Returns icon on the order.
      
2. Click the History tab next to Submit credit.
   
3. Review the table columns:
   • Date: when the credit was submitted
   • Refund: the net dollar amount credited
   • Restocking fee: any restocking fee that was deducted
   • Credit memo: the reference number entered at the time of the return
   • Payment method: the payment method the credit was applied to
   • Status: the current state of the credit
4. Click the arrow on the left of any row to expand it and view the full credit details.
   

---

Understanding Return Status Indicators

Three return statuses display on the Returns page:

• In Progress: the return is currently being processed
• Full Credit: the invoice has been fully credited; no further returns can be submitted
• Partial Credit: the invoice has been partially credited; additional returns can still be submitted

On the RepairLink order page, the following also displays under Payment Status:

• Returned: this payment has been fully returned
• Partially Returned: there has been a partial return on this order
• Return in Progress: a return has been started but not yet submitted

In the Payments tab, once a return is started on a transaction, Return displays in red under the Type column in the Transactions grid, letting you know a return was processed for that order.