Customers may request a credit against an outstanding invoice or a refund of monies already paid. It is the responsibility of the Department to ensure checks have been made to substantiate customer claims before refunding or issuing a credit memo. Written confirmation should be received and retained for audit purposes.
Refer to the UFS web pages for details on how to raiseĀ credit and debit memos. [1]
Departments should develop an internal policy for refunds, which may include charging an administration fee to the customer if the University is not at fault. The fee may be deducted from the refunded value if the customer was made aware of the possibility of the fee prior to the initial payment.
The University's Standard Terms & Conditions (Clause 7.1) separately outline the charges that the buyer is liable to if they cancel the order for the goods and services before the goods are delivered or the services performed.
An outstanding invoice to an external customer requires a credit memo:
If the invoice that requires a refund has already been paid:
Payments received by credit card must be refunded to the customer on their credit card in much the same way as detailed in the paragraph above. The only difference is that the debit memo is not input into AP, instead create a negative miscellaneous receipt without a credit card receipt batch for the required refund value and code it as per the debit memo.
Payments received by BACS are currently being refunded by cheque. Therefore, follow the procedures outlined in Customer invoice still outstanding and Customer invoice already paid above.