Refund a payment

You can refund a payment in full or in part. Refunds are made per payment, not per invoice, so if an invoice has several payments, refund the one you want to give back.

1. 1

   Step 1 of 4

   Find the payment

   Go to Finances › Payments. To see only one invoice's payments, filter by Invoice, or open the invoice's actions menu and choose Payments › View.

2. 2

   Step 2 of 4

   Open the refund dialog

   Open the payment's actions menu and choose Create Refund. You can also click the payment to open View Payment and click Create Refund there.

3. 3

   Step 3 of 4

   Set the amount and reason

   The Refund Payment dialog opens.

   • Amount: starts at the full payment amount. Lower it for a partial refund. All refunds on a payment together can't be more than the payment.
   • Reason: choose Customer Request.
4. 4

   Step 4 of 4

   Create the refund

   Click Create Refund. This can't be undone.

   You will see:

   The payment status changes to Refunded, or to Partially Refunded if you refunded less than the full amount.

Where the money goes

For online payments, the provider confirms the refund. Its status shows in the Refunds section of View Payment.

How refunds affect your numbers

• The invoice doesn't change. Its total, Total Paid and status stay the same.
• View Payment shows Total Refunded and Net Amount for that payment.
• Refunds aren't subtracted from revenue in reports. They're treated as a separate operating cost. See Financial report explained.