Wrong Payment Type

A payment went on the RO the wrong way — recorded as cash when the customer paid by card, wrong amount, wrong card — and it needs to come off so the right one can go on.

You'll see this when

• The payment on a closed RO doesn't match what the customer actually handed you.
• A customer wants a same-day payment reversed.

Keep the line moving

Caught right away, this is a fast fix — void it and re-run, with the customer still at the counter. What matters is when you caught it, so check the clock before you pick a path below.

Fix it

1. Caught within about 10 minutes? Void it. Void the payment attached to the RO. The RO reopens in the Voided status — that's the point: the order is open again so you can run the correct payment method, and the wrong one never follows the customer home.
2. Past the void window, but still the same business day? Refund it. A refund works the same way on OverDrive's side — payment comes off, re-run the right one. The difference is on the customer's end: a card refund can take up to 48 hours to show back on their account. Tell them that before they leave, not after they call.
3. It's after the business day the payment was taken? OverDrive can't refund it. Don't try to force it — send the customer to the Customer Care team, and they'll take it from there.

Escalate

If a void or refund won't go through, or you're not sure which path the clock puts you on, post in the store's OverDrive support channel with:

• The RO number
• The payment — method, amount, and roughly when it was taken (last four digits only if it's a card)
• A screenshot of the payment on the RO

Learn the flow

Payments — how payments go on an RO in the first place.