1. DL/ID Transaction Voids
Welcome to the training on voiding or having a DL or ID product backed off.
Customers will have a choice when having money from a DL or ID product refunded to them. They can either have revenue accounting send them a check for the amount owed, or they can choose to wait until the product has been backed off and revenue accounting has created a VOID task. The customer must re-swipe their card if they choose to have the money put back on their card as our system does not store the customer’s card number beyond the last 4 digits.
Remember that DMV staff will not touch or store the customers card at all during any transaction. If the customer is unavailable to swipe the card, the refund will be done by check.

2. If a DL or ID product needs to be backed off and the customer paid by debit or credit card, contact DCOR as usual. They will back off the product then contact Revenue Accounting to have the financial part backed off. If the customer needs to leave right away, the refund will be done to the customer by check. If the customer wants the money to be put back on their debit or credit card, follow the directions given in this presentation.
Remember that DCOR must be contacted first unless it is to back off of a reinstatement or an occupational. In that case, contact DIS.

3. Once Revenue Accounting has been contacted by driver services, if the customer has chosen to wait to have the money put back on their credit card, revenue accounting will contact the processor via with a envelope number that will contain a void task that is in ready to pay status. Go to the Payment window.

4. The Payment Information Method will automatically populate with the amount that the customer put on their debit or credit card. Select Save.

5. The PIN Pad Authorization window will open showing the processor the amount being refunded and the last 4 digits of the card the refund will go to. Select Submit

6. The bottom left of the PIN Pad Authorization window will tell the processor what the customer is being prompted to do. The customer needs to slide the card ending in 5559.

7. The customer must choose the same payment method here as they did when they originally made the payment.

8. This amount will match what was originally charged to their card
This amount will match what was originally charged to their card. Customer must select YES

9. There will be a short wait while the system verifies that the same card is being used. This should take between 1 to 2 seconds.

10. The system is waiting for the customer’s signature.

11. Once the customer has signed the PIN Pad device, the PIN Pad authorization window will automatically close and take the processor back to the Payment window. Select Close.

12. The transaction has been completed
The transaction has been completed. It may take up to 3 days for the customer to see the credit back in their account.
If the customer paid for their product with more than one card, the envelope assigned by Revenue accounting will have a VOID task in it for each account that needs a refund. Please see additional training on multiple payment resets.

13. E-Mail any questions to DOT DMV BFS TTS
Please submit any questions to the TTS mail box Thank you
any questions to DOT DMV BFS TTS