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Refunds & Credit-Rebills

Same-day refunds work fully in OverDrive. The gap is closed repair orders: OverDrive has no credit-rebill or correction process for an RO that's already closed. In VAST you'd post a negative RO plus a corrected replacement RO — OverDrive can't do that yet.

Known gap — closed-RO corrections

There is no way in OverDrive today to credit and rebill a closed RO (wrong customer or vehicle, or a bad invoice/billing fix). This is a high-priority workstream. Until it's resolved, escalate these — do not try to force a correction, because it leaves the original revenue and COGS on the books and creates duplicate entries.

When this applies

A refund is needed, or a closed repair order has to be corrected — wrong customer or vehicle, incorrect invoice or billing — or credited and rebilled.

The workaround

  1. Same-day refund: process it directly in OverDrive — this is fully functional. (Store Associate)
  2. Next-day / customer-satisfaction refund: use Courtney's existing customer-service refund process (SharePoint form plus the vendor with quick turnaround). (Customer Service — Courtney Goines)
  3. Closed-RO correction (wrong customer/vehicle, invoice/billing fix, credit/rebill): escalate per the interim process. OverDrive has no credit-rebill yet — do not attempt to force the correction. (Operations — Derek)