This article walks you through how to properly process a refund, ensuring customer balances and transaction history remain accurate.
Refunds are typically issued when a customer overpays, a mistake is made on an invoice, or work needs to be adjusted after payment.
Before You Start
Before processing a refund, make sure:
The invoice has already been paid
You know whether the refund will be full or partial
You are refunding to the original payment method, when applicable
Steps to Process a Refund
Navigate to the Customer or Invoice
Open the paid invoice associated with the payment
Locate and select the payment you want to refund
Click Refund
Enter the refund amount (full or partial)
Confirm the refund
Once completed, the refund will be recorded and reflected in the customer’s transaction history.
What Happens After a Refund
After a refund is processed:
The refund is linked to the original payment
The refunded amount is clearly shown in transaction history
The original invoice remains intact for record-keeping
Customer balances update automatically
Refunds vs. Credits (Important)
Refunds return money back to the customer
Credits stay on the customer’s account and can be applied to future invoices
If a customer prefers to keep the amount on their account, consider issuing a credit instead of a refund.
Important Notes
Refund availability may depend on the original payment method
Partial refunds can be issued when only part of a payment needs to be returned
All refunds are logged for reporting and audit purposes
Need Help?
If you’re unsure whether to issue a refund or a credit, or if something doesn’t look right, contact support before completing the transaction to avoid duplicate or incorrect refunds.