Over the last few months we have noticed, and had reported to us, that some library staff are reversing credit (or debit) card payments in Koha patron records.
I'm here to tell you that this is not an action anyone should take.
The LINKcat online payment option (eCommerce) is a one-way payment flow. We do not and never have had the ability to reverse a payment in the patron's record and have that credit register on their credit or debit card.
A Refund of an eCommerce payment is always a manual process created by your own library's procedural requirements. If your Library does Refund credit card payments for Lost, Paid and Returned items, that Refund will always be in the form of cash, check or applied to other charges on the patron's account.
Please refer to the Circulation Manual, Section VII Fines and Financial transactions, Part J e-Commerce: LINKcat online credit or debit card payments for all the details you could ever want to know about how we handle online credit and debit card payments.
Please please please tell ALL of your staff that they should not reverse any payment at all unless and until they have confirmed the that it is the correct action with a supervisor or director. If you still have questions, contact Heidi O. or Cindy W. at SCLS and we will walk through the account with you and suggest the best course of action.