Refund Request Form – Procedures

Occasionally, revenue must be refunded to an individual or external organization after it has been deposited into a Liberty University account. A Refund Request Form has been developed to streamline these check and credit card refund requests. This form should be used for all refund requests and is available on-line using the following link: Cash/Credit Card Refund Request Form

I.  Departmental staff member initiates the refund request form.

1. Cash/Credit Card Refund Request Form
2. Staff member will choose the refund option of “Cash” or “Check” based on the original payment.
3. Click Continue.

II.  Credit Card Refund

A. Section I: Contact Information

*Fill in all required fields

1. University Organization Title/Name
2. Requestor’s phone number

B. Section II: Reference

1. Provide the LU ID or Vendor ID if applicable.
2. Enter the name of the individual or organization receiving the refund.
3. Enter date of transaction.
4. Provide the original Banner receipt number or Authorize.Net transaction ID, if known.
5. Enter complete FOAPAL where revenue was posted.
6. Enter the Department Manager’s Name.
7. Enter the Department Manager’s email.
8. Attach all documentation available to verify the original payment.
   1. Banner receipt.
   2. Credit card receipt.
   3. Other documentation as applicable.

C. Section III: Credit Back to Credit Card

1. REQUIRED – Enter amount of refund. This amount may or may not be the same as the original charge.
2. Enter type of credit card that was used:
   1. American Express
   2. Discover
   3. MasterCard
   4. Visa
3. Enter the name on the card. In some cases, this may not be the same as the name listed in Section II.
4. Enter card expiration date, if known.
5. Enter the last four (4) digits of the card that was used.
6. REQUIRED – Enter street address for card billing.
7. REQUIRED – Enter the zip code for the card billing.
8. REQUIRED – Provide reason for the refund. Do not list reasons such as “Per John Doe”. There must be a specific reason for the refund.
9. Click “Submit”.
10. Email is generated to the requestor confirming that the request has been received successfully.

D. Section IV: Approvals

1. Email is sent to Department Manager with notification of refund request.
2. Department Manager will approve or deny the request and then click the “Submit” button to finalize the decision.
   1. If denied, the comment field must be used to document reason for denial.
      1. Requestor will receive email notification of denial.
         1. Requestor must either submit a new refund request with updated information, or notify the customer that the refund request has been denied.
   2. If approved, email is sent to Assistant Cash Manager and designated Cashier with notification of refund request.
      1. Assistant Cash Manager or Cashier will provide the Payment Gateway and Transaction ID from the original payment.
      2. Additional documentation of the original charge may also be added if necessary.
      3. Request is submitted for approval.
3. Email notification is sent to Cash Manager for final review and approval.
   1. Cash Manager reviews all documentation for accuracy.
   2. Cash Manager approves or denies request.
      1. If denied, comment field must be used to document reason for denial.
         1. Requestor will receive email notifying them of the denial.
         2. Requestor must either submit a new refund request with updated information, or notify the customer that the refund request has been denied.
         3. If approved, email notification is sent to the Assistant Cash Manager and Cashier for processing.
4. Assistant Cash Manager or Cashier will process the refund.
   1. Assistant Cash Manager or Cashier will enter the Banner information in the comments section once recorded in Banner.
   2. Assistant Cash Manager or Cashier clicks on “Complete” and “Submit”.
5. Requestor will receive an email notification of processed refund.

III. Check Refund

A. Section I: Contact Information

1. Staff member will fill in the required fields:
   1. University Organization Title.
   2. Requestor’s phone number.

B. Section II: Reference

1. Provide the LU ID or Vendor ID if applicable.
2. Enter the name of the individual or organization receiving the refund.
3. Full address where check should be mailed.
4. Enter Date of Transaction.
5. Provide original Banner receipt of revenue, if known.
6. Date of original revenue receipt.
7. Enter complete FOAPAL where revenue was posted.
8. Enter the Department Manager’s Name.
9. Enter the Department Manager’s email.
10. Attach all documentation available to verify the original payment.
    1. Original Banner receipt.
    2. Copy of the original check.
    3. If payment was cash, receipt showing individual’s payment to the Organization such as a 3-part hand written money receipt or contract.
    4. Other documentation as applicable.

C. Section III: Refund by University Check

1. Amount of refund.
2. REQUIRED – Provide the reason for the refund. Do not list reasons such as “Per John Doe”. There must be a specific reason for the refund.
3. Click “Submit”.
4. Email is generated to the requestor confirming that the request has been received successfully.

D. Section IV: Approvals

1. Email is sent to Department Manager with notification of refund request.
2. Department Manager will approve or deny the request and then click the “Submit” button to finalize the decision.
   1. If denied, comment field must be used to document reason for denial.
      1. Requestor will receive an email notifying them that the request has been denied.
      2. Requestor must either submit a new refund request with updated information, or notify the customer that the refund request has been denied.
   2. If approved, email notification is sent to Cash Manager for final review and approval.
      1. Cash Manager reviews all documentation.
      2. Cash Manager approves or denies and must click the “Submit” button.
         1. If denied, comment field must be used to document reason for denial.
            1. Requestor will receive an email notifying them that the request has been denied.
            2. Requestor must either submit a new refund request with updated information, or notify the customer that the refund request has been denied.
         2. If approved, email is sent to Payment Services for processing.
3. Payment Services will review request for accuracy.
   1. Banner Invoice number will be noted.
   2. Comments will be noted.
   3. Click “Complete” and “Submit”.
4. Requestor will receive an email notification of processed refund.