Welcome to XTruLink support

BBMS Refunds

For any XTruLink orders processed via BBMS, you may choose to refund the order in EITHER Altru or XTruLink. This applies to all Web Portal orders, and may apply to Kiosk orders if you choose to register your credit card readers in BBMS. The refund status will be updated in both systems, and the patron's credit card will be refunded in 3-5 business days. 

Stripe Refunds

For any XTruLink orders processed via Stripe, you MUST refund the order in XTruLink in order to directly refund the patron's credit card. This applies to all Mobile Point-of-Sale orders, and may apply to Kiosk orders if you choose to register your credit card readers in Stripe. 

Steps to process a refund in XTruLink

1. Locate the order page in XTruLink.
2. Click the Order Tasks dropdown and select Process Refund.
3. Complete the required fields and click Refund Order. The patron's card will be refunded in 3-5 business days.

Steps to process a Stripe refund if Altru order previously refunded

You may need to follow these steps if you refund a Stripe-processed order in Altru first, instead of XTruLink. Refunding an order processed by Stripe in Altru will not refund the customer's credit card, as Stripe is not directly integrated with Altru. You will need to complete a Stripe refund if and only if you've completed a refund in Altru, and still need to refund the customer's credit card. 

1. Locate the order page in XTruLink.
2. Click the Order Tasks dropdown and select Complete a Stripe Refund.
3. Complete the required fields and click Complete Refund. The patron's card will be refunded in 3-5 business days.