---
schema_version: "1"
id: d63319b3088c67658eb37a01c59fdae781103c4719267fa5483dd4d9056a0261
title: Refund System Options
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/rt_cms_settings_refund_system_options.md
canonical_url: https://help.salesforce.com/s/articleView?id=commerce.rt_cms_settings_refund_system_options.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 80c9575071e83e43584fce0c755d8ab250e4b94b17e5dd69917bf215f50ae222
description: With Point of Sale, process credit card refunds using default, unreferenced, or external systems.
products:
  - Commerce
release: "264"
---
# Refund System Options

With Point of Sale, process credit card refunds using default, unreferenced, or external systems.

## Refund System Options

The Refund Processing Policies for Credit Cards support the following types of refund processes:

- **RetailCloud Default**: Returns are processed according to the Return Policy Config by RetailCloud.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-retail-264-0-0-production-enus/17d647fb-8988-49fb-9add-c4f4cc79c9e4/images/icon_note.png)
    
    Note Note: Returns are referenced for all payment gateways except Verifone. Verifone decides if it's a referenced or unreferenced refund based on the tender data provided in the refund request.
- **RetailCloud Unreferenced**: RetailCloud processes unreferenced credit card returns. This option prompts customers for their credit cards on the app.
- **OMS**: A return order call is made to RetailCloud's backend and allows the order to proceed without further prompts on the app. No action is taken on RetailCloud as refund information is sent to the merchant's external system for processing.
- **Disconnected Payment Terminal (External)**: Returns will be processed as an external return flow when payment terminals are disconnected.

## Refund Mode and Expected Behavior

The table details the expected behavior based on the type of payment gateway and the selected refund process.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d214106e76">Refund Mode</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d214106e79">Expected Behavior</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d214106e76 d214106e79 ">Adyen</td>

          </tr>
          <tr class="">
            <td data-label="Refund Mode" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e76 ">External</td>

            <td data-label="Expected Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e79 ">Initiates the external return flow</td>

          </tr>
          <tr class="">
            <td data-label="Refund Mode" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e76 ">RetailCloud Unreferenced</td>

            <td data-label="Expected Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e79 ">Initiates the unreferenced refund flow on the terminal</td>

          </tr>
          <tr class="">
            <td data-label="Refund Mode" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e76 ">RetailCloud Default, OMS</td>

            <td data-label="Expected Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e79 ">The Point of Sale (POS) app has internal logic that determines Adyen doesn't support
              in-terminal-referenced refunds. This means no action will be taken, and the refund goes
              directly to the backend without terminal prompts. The OMS follows the same process.</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d214106e76 d214106e79 ">Elavon</td>

          </tr>
          <tr class="">
            <td data-label="Refund Mode" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e76 ">External</td>

            <td data-label="Expected Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e79 ">Initiates the external return flow</td>

          </tr>
          <tr class="">
            <td data-label="Refund Mode" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e76 ">RetailCloud Unreferenced</td>

            <td data-label="Expected Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e79 ">Initiates the unreferenced refund flow on the terminal</td>

          </tr>
          <tr class="">
            <td data-label="Refund Mode" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e76 ">RetailCloud Default, OMS</td>

            <td data-label="Expected Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e79 ">The POS app has internal logic that determines Elavon doesn't support
              in-terminal-referenced refunds. This means no action will be taken, and the refund goes
              directly to the backend without terminal prompts. The OMS follows the same process.</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d214106e76 d214106e79 ">Fiserv</td>

          </tr>
          <tr class="">
            <td data-label="Refund Mode" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e76 ">External</td>

            <td data-label="Expected Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e79 ">Initiates the external return flow</td>

          </tr>
          <tr class="">
            <td data-label="Refund Mode" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e76 ">RetailCloud Unreferenced</td>

            <td data-label="Expected Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e79 ">Initiates the unreferenced refund flow on the terminal</td>

          </tr>
          <tr class="">
            <td data-label="Refund Mode" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e76 ">RetailCloud Default, OMS</td>

            <td data-label="Expected Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e79 ">The POS app has internal logic that determines Fiserv doesn't support
              in-terminal-referenced refunds. This means no action will be taken, and the refund goes
              directly to the backend without terminal prompts. The OMS follows the same process.</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d214106e76 d214106e79 ">Verifone</td>

          </tr>
          <tr class="">
            <td data-label="Refund Mode" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e76 ">External</td>

            <td data-label="Expected Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e79 ">Initiates the external return flow</td>

          </tr>
          <tr class="">
            <td data-label="Refund Mode" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e76 ">RetailCloud Unreferenced</td>

            <td data-label="Expected Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e79 ">Initiates the unreferenced refund flow on the terminal</td>

          </tr>
          <tr class="">
            <td data-label="Refund Mode" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e76 ">RetailCloud Default</td>

            <td data-label="Expected Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e79 ">Initiates the referenced refund flow on the terminal</td>

          </tr>
          <tr class="">
            <td data-label="Refund Mode" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e76 ">OMS</td>

            <td data-label="Expected Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d214106e79 ">Refund goes directly to RetailCloud's backend without terminal prompts</td>

          </tr>
        </tbody>
      </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-retail-264-0-0-production-enus/17d647fb-8988-49fb-9add-c4f4cc79c9e4/images/icon_note.png)

Note Note: Merchants who integrate with SFOMS must use external refunds.