How Do I Process A Refund

1. In your Prisma account, go to “Payments” on the left-hand side
2. Click on the “Transactions” tab
3. Use available filters such as Resident Name, Auth Code, or Date Range to search for the transaction
4. Once you locate the transaction, click the three dots in the “Action” column and select “View”
5. A new screen will open. Click the three dots in the top right and select “Refund From Gateway”
6. Click “Confirm”

Depending on when the payment was made, the refund may progress through the following statuses:

• Refund Requested – The refund has been submitted but the original payment has not yet fully settled. At this stage, the refund can still be cancelled.

• Refund In Process – The original payment has settled and Prisma has begun the cooling-off period (typically 5 business days, configurable by property). During this period, the refund can still be cancelled if needed.

• Refund Issued – The cooling-off period has ended and Prisma has initiated the refund to the resident’s bank or card. At this stage, the refund can no longer be cancelled.

• Refund Completed – The refund has been successfully credited to the resident’s account. No further action is required.

• Refund Cancelled – The refund was cancelled either manually during the early stages or automatically due to a return on the original transaction. No further action is required.
• Refund Not Completed – The refund attempt failed, often because the receiving bank rejected the funds. Escalation may be required to resolve the issue.