Correcting incorrect debiting

Fixing an error in debiting during the same day is possible in OmaVaana. Errors in debiting that are noticed later can only be corrected by contacting our customer service.

Roles

Venue Manager

Instructions

When you have debited too little

If you notice that you have made a too small debit, you can fix it by making a new debit for the remaining amount. For example, if you have debited 10€ and you should have been debited 100€, you can make a new debit with the amount of 90€.

When you have debited too much

If you notice that you have debited too much from the service voucher, you have two options to fix the problem:

1. You fix the error during the same day: refund

If you notice that you have made an overcharge during the same day when you did the debit, you can fix it in the transaction history.

  1. Select Transaction history from the menu on the left.

  2. Find the debit in question with the search or from the list. Debits have been listed automatically in time order.

  3. Open the debit information by clicking the service voucher code and click Refund. The button will only be visible until the end of the day when you have made the transaction.

2. You fix the error on a different day: contact to customer service

If you notice the error after the debit day, you cannot make the refund in OmaVaana anymore.

In this case, you have two options: 

2.1. If the customer care relationship continues

You can fix the overcharge during the next debiting cycle, in case, the customer care relationship continues. If you have, for instance, debited 50€ too much, debit 50 € less the next time.

OBS! Remember to inform the municipality that granted the service voucher, if you refund money during the next debit.

2.2. If the customer care relationship ends

In case you are not debiting the customer's service voucher again in the future, and therefore, you cannot proceed as described above, Vaana’s customer service has to fix the overcharge with manual transaction from your venue back to the service voucher.

Transaction refund to the voucher can only be done, when your venue has enough available credit, from where the amount can be withheld and then transferred back to the service voucher.

In this case, please contact to our customer service (asiakaspalvelu@vaana.fi) immediately.

Search