When you collect payment through ThryvPay, Braintree, Stripe or Square, you can issue the refund directly from the payment page in the system. This action will refund the funds to the client. Note: If you have processed your payment using Square, directly, you will need to follow this article to process the refund.

Other payments that were "Marked as paid" could be "Marked as refunded."

First, navigate to Sales>Payments Received

Then, locate the payment you wish to refund

Finally, click on the tri-dots, and then Refund

A confirmation screen will appear, with important information about the refund.

If you need to cancel the payment request associated with an invoice or appointment, check the box labeled "cancel the related payment request"

If this box is left unchecked, and this payment was associated with an invoice or paid appointment, then Thryv will show that this client still owes the payment. If this box is unchecked in error, you will need to manually cancel the invoice.

You will see a green box in the bottom left corner that states the refund was successfully processed:

Note: The refund button is only available to external clients of Thryv. No employee of Thryv will be able to process refunds on your account, per company policy.