This article covers how to issue a full or partial refund for payments processed through ThryvPay^™. You can issue refunds directly from your payment dashboard without leaving the platform, so you can resolve client issues quickly and keep your payment records accurate.

If you processed a payment through Stripe or Square, the refund process is different. See Link to refund instructions for Stripe and Square for steps specific to those processors.

How to Find the Payment You Want to Refund

All ThryvPay payments are listed on the Payments Received page. To navigate there, click Sales in the left-hand navigation, then click Payments Received. The Payments Received page displays a list of all payments, including the client name, payment date, amount, and current payment status.

The Payments Received page displays a list of all transactions. Each row shows the client name, payment date, total amount, and current payment status (such as Paid, Partially Refunded, or Marked as Paid(. Locate the payment you want to refund in this list.

Once you locate the payment, click the three-dot menu icon on the right side of that payment row, then select Refund from the dropdown menu.

The three-dot menu icon appears on the far right of each payment row. Clicking it opens a dropdown menu with the options View, Edit, and Refund. The Refund option appears as the last item in the dropdown list.

How to Issue a Full Refund

After you click Refund, a confirmation screen will appear. The confirmation screen displays the refund amount field, a dollar-amount and percentage toggle, the Keep Payment Request Open checkbox, and an option to add an internal note. By default, the full payment amount is pre-filled in the refund amount field. If you are issuing a full refund, leave the amount as-is and click Confirm Refund.

The refund confirmation screen shows the full payment amount pre-filled in the refund amount field. A toggle to switch between flat dollar amount ($) and percentage (%) appears next to the amount field. The Keep Payment Request Open checkbox appears below, unchecked by default. A link labeled + Add internal note appears at the bottom, above the Confirm Refund button.

When you issue a full refund, the associated payment request is closed automatically by default. If you need to keep the payment request open (for example, if the client will be submitting a new payment) check the Keep Payment Request Open checkbox before confirming. Keep in mind that if this checkbox is selected and the payment was linked to an invoice or a paid appointment, your dashboard will show that the client still owes the amount. If you check this box in error, you will need to manually cancel the invoice to correct the balance.

How to Issue a Partial Refund

To issue a partial refund, follow the same steps to open the refund confirmation screen. When the screen appears, update the amount in the refund amount field to reflect the portion you want to refund. Click $ to enter a flat dollar amount, or click % to enter a percentage of the original payment amount. Enter the value you want to refund, then click Confirm Refund.

If you need to issue a second partial refund on the same payment, be aware that any percentage you enter will be calculated against the remaining balance, not the original payment amount. For example, if the original payment was $100 and you already refunded $40, a subsequent 50% refund will apply to the remaining $60 returning $30, not $50.

The refund confirmation screen with the % toggle selected. The refund amount field shows a percentage value instead of a dollar amount. The estimated refund amount in dollars is displayed below the field, calculated against the current remaining balance  not the original payment total.

After a partial refund is confirmed, the payment status on the Payments Received page will update to Partially Refunded. You can continue to issue additional partial refunds until the full amount has been returned to the client.

The Payments Received list with an updated status badge on the payment row. The status column displays Partially Refunded in an orange badge next to the payment amount and client name.

How to Add an Internal Note to a Refund

On the refund confirmation screen, you can attach an internal note to the refund by clicking + Add internal note and typing your note in the field that appears. This note is for your internal records only, it will not be sent to your client and will not appear on any client-facing receipt or communication. Use internal notes to document the reason for the refund or any context your team may need later.

Limitations and Frequently Asked Questions

Can a refund be undone after it is confirmed?

No. Once a refund is confirmed, the action cannot be reversed. The funds will be returned to your client's original payment method. If you need to collect payment from the client again after a refund, you will need to create and send a new payment request.

Can Thryv support process a refund on my behalf?

No. The refund option is available to you as the account owner only. No Thryv employee can process a refund on your account. This policy is in place to protect you and your clients.

What about payments that were Marked as Paid, can those be refunded?

Payments with a status of Marked as Paid are payments you recorded manually for example, cash or check payments that were not processed through ThryvPay. These payments cannot be refunded through the ThryvPay refund workflow because no electronic transaction was made. Instead, you can update the status of a Marked as Paid payment to Marked as Refunded to reflect the refund in your records. This is a manual status update only and does not move any funds.

What if I processed the payment through  Stripe or Square?

This article covers refunds for ThryvPay payments only. If your payment was processed through Braintree, Stripe, or Square, see  Link to refund instructions for Stripe and Square for the steps specific to those payment processors.