What Happens When You Issue a Refund

Issuing a refund processes the refund through the original payment method and locks the invoice from further edits. After a refund is completed, you can no longer add products to the invoice or resend it. If additional charges are needed after a refund, you must create a new order or invoice for the contact.

You can issue a refund from the Invoices page or directly from a contact record. Both methods result in the same outcome — use whichever is faster to locate the payment.

How to Issue a Refund from the Invoices Page

1. In the left-hand navigation, click Sales and then click Invoices to open the Invoices page. Locate the invoice for the payment you want to refund.

   

   The Invoices page displays a list of invoices. Each row shows the invoice number, contact name, date, amount, and payment status. Locate and click the invoice for the payment you want to refund.

2. On the invoice detail page, click the payment you want to refund to open the payment details.

   

   The invoice detail page displays the invoice summary and a payments section listing all payments recorded against the invoice. Click the payment entry you want to refund to expand the payment details.

3. At the bottom of the invoice, click the payment entry again to open the payment action options.

   

   The expanded payment entry at the bottom of the invoice displays the payment details and the available action options for that payment.

4. Click the Refund button to initiate the refund for the selected payment.

   

   The Refund button is displayed in the payment action options. Clicking Refund opens the refund confirmation dialog.

5. In the refund confirmation dialog, click the confirmation button to process the refund. The refund will be sent to the original payment method used for that payment.

   

   The refund confirmation dialog displays the refund amount and the confirmation button. Clicking the confirmation button processes the refund and locks the invoice from further edits.

How to Issue a Refund from a Contact Record

Use this method if you know the contact but need to locate the specific payment quickly from their record. If you are not sure which contact made the payment, you can also locate the payment from the Money page in your app.

1. Open the contact record for the client whose payment you want to refund. In the Contact activity section of the contact record, click the Money card to open the payment history for that contact.

   

   The Contact activity section of the contact record displays several activity cards. The Money card is listed in the activity section. Clicking the Money card opens the payment history for that contact.

2. In the payment history, click on the specific payment you want to refund to open the payment details.

   

   The payment history displays a list of payments recorded for the contact. Each entry shows the payment date, amount, and payment method. Click the payment entry you want to refund.

3. On the payment detail screen, click the Refund button to initiate the refund.

   

   The payment detail screen displays the payment information and the Refund button below it. Clicking Refund opens the refund confirmation dialog.

4. In the refund confirmation dialog, click the confirmation button to process the refund.

   

   The refund confirmation dialog displays the refund amount and the confirmation button. Clicking the confirmation button processes the refund.

5. After the refund is processed, a confirmation message will appear on the screen indicating the refund was completed successfully.

   

   The confirmation message appears after the refund is processed. The message confirms the refund was completed and shows the refund amount. The invoice associated with the refunded payment is now locked and cannot be edited.

What You Cannot Do After Issuing a Refund

Once a refund has been completed, the invoice associated with that payment is permanently locked. The following actions are no longer available on a refunded invoice:

• Adding additional products or line items to the invoice
• Resending the refunded invoice to the contact

If you need to charge the contact for additional items after a refund has been issued, create a new order or invoice for the contact instead.