Refund a card payment

You can refund a card payment straight from the invoice it paid. The money goes back to the card the client used. You choose how much to refund and whether the client owes that amount again.

Before you start

• Only owners and admins can refund.
• The payment must be a card payment taken through Stripe.
• For a payment you recorded by hand, the same menu opens Record a refund instead. It records that you paid the client back outside Workspace369, and no money moves.
• Retainer top-ups can't be refunded from the invoice.

Refund a payment

1. Open the invoice and go to its Payment tab.
2. Open the payment's ⋯ menu and select Refund…. The Refund payment sheet opens.
3. Check the summary at the top. It shows the payment, which provider it was paid through, and how much can be refunded.
4. Choose Full to refund the whole amount, or Part of it and enter an amount. You can refund up to what was paid, less anything already refunded. If the payment included a tip, you can refund up to the items total and keep the tip, or refund the full amount.
5. Under On the invoice, choose what happens to the invoice:
   • Credit note · invoice stays paid: the invoice stays paid and a credit note records the refund.
   • Client owes the amount again: the invoice is due again, and payment reminders can go out for it. If nothing on the schedule is unpaid, a payment due in a week is added.
   
   Your choice takes effect once Stripe confirms the refund. A refund of a pay link or counter sale keeps it paid with a credit note, unless you choose Client owes the amount again.
6. Choose a reason: Requested by the client, Duplicate payment, Fraudulent payment or Other reason.
7. Select Refund with the amount to confirm.

Processing fees aren't returned. Stripe may email the client a receipt.

Follow the refund

The payment row shows where the refund is:

• Refund pending: sent to Stripe and on its way.
• Refunded, with the amount: complete. How long it takes to show on the client's statement depends on their bank.
• Refund failed: Stripe couldn't complete the refund, and nothing was refunded.

A payment can have only one refund on its way at a time. If you open Refund… again while one is pending, you'll see A refund may already be on its way. Wait until the payment shows it, then refund more if you need to.

If the refund doesn't go through

Nothing is refunded in any of these cases:

• We couldn't confirm the refund. Trying again is safe. The answer was lost on the way back. Try again: the client won't be refunded twice.
• This payment was already refunded.
• Stripe is disconnected. Reconnect it, then refund again.
• Too old to refund to the card. Stripe no longer refunds this payment. Pay the client back another way.
• Your Stripe balance can't cover it yet. Try again once funds arrive, or refund it in Stripe.
• This accounting period is closed.

Related

• Invoices and payments
• Payment plans, credits, and retainers