We recommend only refunding duplicated transaction or other records that do not have a record in Caterease through the portal. Any other payment should be refunded regularly through Caterease as records adjusted via the portal do no automatic update Caterease.
To refund:
1) login to your Online Portal
2) access your “Transaction History” tab on the left
3) Locate the transaction that does not have a records in Caterease by adjusting the date range to “this quarter” or a custom range, and entering in the payment amount in the search bar (or the last 4 digits of the card)
5) click on transaction, then click on the “refund” button in the upper left if the transaction is settled, otherwise click the “cancel” button
Duplicate payments can occur if there’s an interruption while the transaction is processing, such as a customer clicking the pay button more than once, going back and forward in the browser, or opening two payment windows and pressing the submit button in both. In nearly all cases, a duplicate transaction captured less than five minutes apart indicates a payer-initiated interruption.
Should any payment status not match the portal in these duplicated situations, we also recommend manually resyncing the status by updating the payment links in the event manually as shown in the steps below. Should the record still not update after the manual resync, please reach out to help@caterease.com with the event number and transaction ID (found on the portal) for our developers to sync: