❗This article is specific to dealers using Wayne Reaves as their DMS.
Voiding or refunding a payment made in Carpay is a two-part process due to the fact that your merchant account does not directly communicate with your DMS.
Step 1: Voiding within Wayne Reaves
First, you will void the payment in your DMS so that your customer doesn’t get credited for the payment you are about to refund.
⚠️ If the payment you are about to refund/void is currently sitting in your batch payments, you will need to accept/approve this payment first. See this article.
Don't worry, we will be voiding it immediately after. Failure to accept the payment first will result in the payment being stuck in an unknown status on Carpay's end.
Navigate to the customer within Wayne Reaves and navigate to Payments -> Void Payment.
Next, select the payment that you want to void and then click Void Selected Transaction.
Important Note: This is simply zeroing out the payment within Wayne Reaves. It is not a refund yet.
Step 2: Refunding within Carpay
Next, we'll go through how you’ll actually initiate the refund back to the customer’s card.
Within Carpay, you will need to pull up the recent payment that you need to refund. Once located, select View Receipt.
With the receipt opened, simply select Click here to refund the payment.
All set!
Once submitted, refunds can take up to 3‐5 business days to reflect in your/your customer’s bank account.