FAQ
Below you will find answers to some commonly asked questions about RAVEN Online. If you have a question that is not covered here, please contact Client Support at clientsupport@deepcovelabs.com for assistance.
How do I process a repeat transaction?
Can I use RAVEN Online to process a credit card refund?
Can I process a new transaction if I haven’t stored the original card details?
How do I refund a client who has paid by check?
How can I refund a customer who has paid by ACH/eft?
How do I process a repeat transaction?
To process a repeat transaction, go to the Payments screen. You may search for the original payment solely by name, reference, account number, amount, payment type, tracking number, routing number, date range or any combination of these. Your search results will appear at the bottom of the screen.
Once you have identified the payment you would like to repeat, simply click on the orange arrow to the right of the relevant payment line. You will be presented with a payment screen where the mandatory fields contain all of the information of the original payment. Simply click the Process button.
Can I use RAVEN Online to process a credit card refund?
Yes. To process a credit card refund, go to the Payments screen. You may search for the original payment solely by name, reference, account number, amount, payment type, tracking number, routing number, date range or any combination of these. Your search results will appear at the bottom of the screen.
Once you have identified the payment you would like to refund, simply click on the orange arrow to the right of the relevant payment line. You will be presented with a payment screen where the mandatory fields contain all of the information of the original payment. You must change the Payment Type to CC Credit by selecting it from the drop down menu. To complete the refund, click the Process button.
Can I process a new transaction if I haven’t stored the original card details?
Yes, RAVEN Online stores the original card information for you, saving you the risk and expense associated with storing sensitive cardholder data at your place of business.
To process a new transaction using the details of a previously processed payment, go to the Payments screen. You may search for the original payment solely by name, reference, account number, amount, payment type, tracking number, routing number, date range or a combination of any of these. Your search results will appear at the bottom of the screen.
Once you have identified the payment you would like to repeat, simply click on the orange arrow to the right of the relevant payment line. You will be presented with a payment screen where the mandatory fields contain all of the information of the original payment. If the information suits the new transaction, simply click the Process button. If you need to amend certain fields, such as the amount, promotion name or file name, do so and then click the Process button.
How do I refund a client who has paid by check?
You may refund your client by using the ‘Issue Check’ feature under the ‘Payments’ tab. For instructions on how to issue a check, please refer to ‘Check Issue’.
How can I refund a customer who has paid by ACH/eft?
To process a refund for ACH / eft payments, go to the Payments screen. You may search for the original payment solely by name, reference, account number, amount, payment type, tracking number, routing number, date range or any combination of these. Your search results will appear at the bottom of the screen.
Once you have identified the payment you would like to refund, simply click on the orange arrow to the right of the relevant payment line. You will be presented with a payment screen where the mandatory fields contain all of the information of the original payment. You must change the Payment Type to a Credit by selecting the relevant type of credit from the drop down menu. To complete the refund, click the Process button.
Can I void a payment?
Voids are possible only if the file has not been released for processing. If the payment has not been released, you may void it by ticking the box next to the relevant payment line and clicking the Void button. Once a payment has been released, either manually or automatically, it is considered processed and the void option is no longer available.