Manual Refund Processing

VIDEO TRANSCRIPT | Recorded: 2025-08-12 | Verify against current system state

Abstract¶

Demonstration of how to manually mark a refund as complete in Salesforce when the gateway transaction failed. Uses transaction cloning to create a paper refund record, explains the critical order__c hidden field needed to link the transaction to the cancelled order, and verifies the refund status updates correctly.

Key Procedures¶

• Identify failed refund (transaction shows "refund error")
• Verify no transaction in Braintree (confirms failure)
• Clone the failed transaction record
• Remove gateway-specific fields (token, gateway ID)
• Set status to Approved
• Change payment method to Check/Paper
• Add hidden field: order__c with cancelled order ID
• Save to link transaction to refunded order
• Verify "Full amount has been refunded" message appears

Notable Statements¶

• 0:00:00 "I'm going through the process of creating a fake transaction or a fake transaction to mark something as refunded when it really wasn't"
• 0:00:40 "When I did the refund the refund said it was successful. There was no messaging saying that it failed but... it actually did fail"
• 0:01:23 "This is the token that matters this is the one you have to change to make it fail"
• 0:02:35 "The first thing I did was I tried to just do a new transaction but it was just blank and there was a lot of information to fill out"
• 0:02:47 "Instead what I did was I went back to the original failed transaction and I cloned it"
• 0:03:53 "There is a field that's not appearing on the screen called order underscore underscore C that needs to be added"
• 0:04:35 "When I got here then it said full amount has been refunded"
• 0:05:37 "It seems pretty minimal and then it feels like the reports and everything that I expect to work should work"

Systems & Configurations¶

Systems Mentioned¶

• Salesforce (Chargent transactions)
• Braintree (payment gateway)

Fields to Modify When Cloning¶

Hidden Field Location¶

• Show All Data on transaction record
• Field: order__c
• Must contain cancelled order ID for linking

Credentials/Access Mentioned¶

• Salesforce admin access
• Braintree portal access (for verification)

Vendor Contacts Mentioned¶

None mentioned in this recording.

Errors & Troubleshooting¶

• Issue: Refund shows successful but fails silently
• Cause: Invalid/expired token
• Resolution: Manual paper refund transaction

• Timestamp: 0:00:40

• Issue: Cloned transaction not linking to cancelled order

• Cause: order__c field not set
• Resolution: Use Show All Data, set order__c value
• Timestamp: 0:03:53

Transcript Gaps & Quality Notes¶

• Troubleshooting recording (6 minutes)
• Token manipulation used for testing
• Critical finding: order__c hidden field requirement
• Process documented for team use
• Braintree verification step included