Qvinci RoyaltyHub - FullsteamPay Refunds

This article explains how to refund or void customer payments in Qvinci RoyaltyHub when using FullsteamPay. Use this guide when a payment needs to be reversed, when a customer was charged incorrectly, or when a payment cannot be processed through the standard automated workflow.

Before You Begin

Before processing refunds, confirm that your payment processing and accounting settings are configured correctly. Depending on your QuickBooks version and account setup, you may need a clearing-style bank account and related items in QuickBooks to properly track returned payments, NSF activity, and related fees.

Refund and Void Options

In Qvinci RoyaltyHub, payments may be eligible to void or refund depending on the payment status and where the transaction is in the processing timeline. If the system displays a message that the action cannot be completed automatically, additional setup may be required, or the refund may need to be processed manually through FullsteamPay.

QuickBooks Setup Requirements

For refund and returned-payment workflows to post correctly, confirm that the required QuickBooks accounts and items are available. Most customers will need an NSF clearing account set up as a bank-type account, along with one item for NSF returned payments and one item for NSF fees. After creating or updating these records in QuickBooks, sync data in Qvinci RoyaltyHub so the new accounts and items become available for selection.

- How to Process a Refund -

1. Locate the customer payment in Qvinci RoyaltyHub.
2. Review the payment status to confirm whether the payment can be voided or refunded.
3. Select the available void or refund option, if present.
4. Follow the prompts to complete the transaction reversal.
5. If the system indicates that the refund cannot be completed automatically, process the refund manually through FullsteamPay or contact your support team for assistance.

When Manual Action May Be Required

Manual action may be required if the payment has already settled, if the account has not been fully configured for automated refund handling, or if Qvinci RoyaltyHub displays a message directing you to complete the refund outside of the automated workflow. In these cases, use the manual refund process in FullsteamPay or contact support before making additional accounting adjustments.

**Important Notes**

• Always confirm the payment status before attempting to void or refund a payment.
• Do not issue duplicate refunds if a manual refund has already been processed.
• If new QuickBooks accounts or items were created, sync data in Qvinci RoyaltyHub before completing setup.
• Contact support if you are unsure whether a payment should be voided, refunded, or handled manually.