Processing Refunds Using the Refund Button

Modified on Wed, 6 May at 3:42 PM

Overview

This guide explains how to use the Refund button on the Invoice History screen in Cornerstone Billing Solutions. Instead of manually creating a Support Note to request a refund, you can now use the Refund button for a streamlined, pre-filled process.

This guide covers how to request a refund, which payment types can be processed through Cornerstone, which must be handled by your office, and tips for getting the best results.

How to Request a Refund

Follow these steps to initiate a refund from the Invoice History screen:

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

What Happens Next

If the highlighted invoice has a payment posted with a type that can be refunded through Cornerstone (ACH, CARD, Visa, etc.), clicking the Refund button will automatically open a Support Note pre-configured as follows:

Field	Value
Status	Open
To	Corner (Cornerstone)
Note	Pre-filled with refund request details

From here, complete the request using these steps:

Review the pre-filled Support Note. If you are requesting a partial refund, edit the note to reflect the partial amount.
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:

Payment Type	Description
ACH	Automated Clearing House payments
CARD	Credit/debit card payments
Visa	Visa card payments
Other electronic types	Other electronic payment types processed through Cornerstone

Payment Types That Must Be Refunded by Your Office

The following payment types cannot be processed through the Refund button. For these types, you are responsible for processing the refund directly to the customer:

Payment Type	Description
*CHK/CARD	Payments received by your office
*PREPAID	Prepaid payments received by your office
LBX	Lockbox payments (unless from AlarmPayments)
PREPAID	Prepaid payments, if not from AlarmPayments

⚠️ IMPORTANT

For the payment types listed above, you are responsible for processing the refund directly to the customer. The Refund button in Cornerstone cannot be used for these payment types.

Benefits

The Refund button provides the following advantages over manually creating Support Notes:

Benefit	Detail
Simplified Process	No need to manually create Support Notes
Pre-filled Information	Automatic population of refund request details
Faster Processing	Streamlined communication with Cornerstone
Partial Refund Options	Edit the note to request 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 Additional Help?

Our Customer Success team is here to assist you.

Phone: 847-405-9517 x1
Email: customer.success@alarmbills.com