Processing Refunds Using the Refund Button

Overview

Cornerstone now has a "REFUND" button on the Invoice History screen. Instead of creating your own Support Note to request a refund for a customer, you can now use the Refund button for a streamlined process.

How to Request a Refund

Step-by-Step Instructions

1. Navigate to the Invoice History screen
2. Highlight the invoice that needs to be refunded
3. Click the Refund button

What Happens Next

If the invoice has a payment posted with a type that can be refunded through Cornerstone (ACH, CARD, Visa, etc.), clicking the Refund button will automatically:

1. Bring up a Support Note that is:

   • Status: Open
   • To: Corner (Cornerstone)
   • Note: Prefilled with refund request details

2. You may edit the note if you want a partial refund

3. Save the note to create the support request

Cornerstone will process the refund request and handle the transaction.

Payment Types That Can Be Refunded Through Cornerstone

The following payment types can be refunded using the Refund button:

• ACH - Automated Clearing House payments
• CARD - Credit/debit card payments
• Visa - Visa card payments
• And other electronic payment types processed through Cornerstone

Payment Types That Must Be Refunded by Your Office

Important Note: The following payment types need to be refunded directly by your office:

• *CHK/CARD - Payments received by your office
• *PREPAID - Prepaid payments received by your office
• LBX - Lockbox payments (unless from AlarmPayments)
• PREPAID - If not from AlarmPayments

For these payment types, you are responsible for processing the refund directly to the customer.

Benefits

The Refund button provides:

• Simplified Process - No need to manually create support notes
• Pre-filled Information - Automatic population of refund details
• Faster Processing - Streamlined communication with Cornerstone
• Partial Refund Options - Edit the note for partial refund amounts
• Clear Tracking - Support note system maintains refund history

Tips for Using the Refund Button

• Verify the payment type before clicking Refund to ensure it can be processed through Cornerstone
• Edit the note if requesting a partial refund amount
• Check the support note status to track refund processing
• Process office-received payments through your own refund procedures

Need Help?

Still have questions? Contact Cornerstone Holding Co. 847-405-9517 or email us customer.success@alarmbills.com