Payments Powered by OEC: Processing Returns in RepairLink

KB Article #7389

RepairLink allows you to easily process Payments Powered by OEC orders that were returned by a shop. Returns can be processed against transactions that have a status of Completed, Submitted for Reimbursement, or Closed--including orders that have already been archived.

Notes:

Once a Payments order is returned through RepairLink, funds will be credited back to the buyer within Stripe.
The Payment Status (Queued, Pending, Succeeded, or Failed) indicates the processing status of funds being credited to your Stripe account. (Click here for more information on payouts.)
To process a return for a Payment order generated outside of RepairLink, complete the return in the Payments Powered by OEC Virtual Terminal.

RepairLink provides two options for processing returns:

If you are not sure which order the part belongs to, you can find the part to process a return using the Return Parts on the Overview.
You can manually process a return against any completed order by using the Process Returns feature on the Order Details .

Want to learn more? Watch a short video on processing returns in RepairLink!

Returning Parts from the Overview Window

To search for a part and then process a return from the Overview window:

Click Return Parts from the RepairLink Tools section of the left-hand navigation.
Type the Part Number and, if needed, adjust the date range for when the part was received. (Both fields are required.)
Click the search criteria option if you want to include RO#, Invoice #, or Body Shop Name as part of your search.
Click Search.
Select the transaction and then click Process Return. Note: Parts that have already been returned will be grayed out.
From the Return Parts window, type the Credit Memo # or any additional Notes you may have.
Verify the Quantity being returned.
Select a Reason for the return (Part Not Needed, Customer Requested Wrong Part, Damaged Part, Dealer Sent Wrong Part, Repair Cancelled/Totaled).
The Payment Method field will indicate what method of payment was used.
The Payment Status reflects the progress of the payment to your dealership for the order. Additionally, the date of payment is displayed as Paid (Date).

One of the following statuses will display:
1. Failed: The transfer has not gone through. Details for the failure can be found in notifications within the dealer's Stripe account.
2. Partially Returned (Date): A partial return has been completed.
  - Carvana returns will show the full return has been made if all parts were marked as returned, even if a restocking fee was added.
  - Non Non-Carvana shops will only show a full return if all funds were returned.
3. Pending: A transfer request has been initiated at the end of the billing cycle.
4. Queued: An eligible Payments transaction has been sequenced for processing.
5. Return in Progress (Date): The return has been initiated and is currently in progress.
6. Returned (Date): A full return has been completed.
7. Succeeded: The payment has gone through and the date of payment is displayed. Note: The date of payment can be viewed under the Payment Status once the transaction is opened.
The amount of the return appears in the Amount field.
Any taxes and fees applied to the part will show in the Taxes/Fees field.
The total amount that will be refunded to your buyer will display in the Total field.
If desired, enter a Restocking Fee in the provided field.
1. This will update the Total to show the sum of all returned items minus the restocking fee.
Click Return Parts.

Note: Clicking Return Parts without a Reason selected will cause an error in your return.
A confirmation message will display. Click Back if you have additional part returns that need to be processed.

Processing Returns from the Order Details

To process a return from the Order Details:

Search the RepairLink Overview for the returned part’s transaction. Once you have located the correct order, double click to view its details.
Click Returns and then click Process Returns. The Process Returns window will open.
Type the Credit Memo # or any additional Notes you may have.
Place a check beside the parts that were returned.
Verify the Qty Ret.
Select a Reason for the return (Part Not Needed, Customer Requested Wrong Part, Damaged Part, Dealer Sent Wrong Part, or Repair Cancelled/Totaled).
The Payment Method will display which method was used.
The Payment Status reflects the progress of the payment to your dealership for the order.

One of the following statuses will display:
1. Failed: The transfer has not gone through. Details for the failure can be found in notifications within the dealer's Stripe account.
2. Partially Returned (Date): A partial return has been completed.
  - Carvana returns will show the full return has been made if all parts were marked as returned, even if a restocking fee was added.
  - Non Non-Carvana shops will only show a full return if all funds were returned.
3. Pending: A transfer request has been initiated at the end of the billing cycle.
4. Queued: An eligible Payments transaction has been sequenced for processing.
5. Return in Progress (Date): The return has been initiated and is currently in progress.
6. Returned (Date): A full return has been completed.
7. Succeeded: The payment has gone through and the date of payment is displayed. Note: The date of payment can be viewed under the Payment Status once the transaction is opened.
The amount of the return appears in the Amount field.
Any taxes and fees applied to the part will show in the Taxes/Fees field.
The total amount that will be refunded to your buyer will display in the Total field.
If desired, a Restocking Fee can be entered in the provided field.
1. This will update the Total to show the sum of all returned items minus the restocking fee.
Click Return Parts.