Processing the Refund

To initiate a refund from a transaction processed through ThryvPay, navigate to Payments Received in Thryv. 

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.

Note: The refund needs to be processed in Thryv payments no matter how it was processed in ThryvPay. The process is the same for one-time payments as well as scheduled payments.

Navigate to the payment you would like to refund, and click on that client's payment.

Once you are in the payment, click on the tri-dots, and then click on 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.

Once you are ready to issue the refund, click on Refund Now.

Note: This action can not be undone. In order to collect again from the client, a new payment needs to be taken. 

How Refunds Appear in ThryvPay

To filter your ThryvPay transactions to show refunded payments, click on Cancelled/Refunded

To view more information about a refund, click on View on the far right

From the right hand side, more information will pop out. ThryvPay will display the full details of the refund, including the transaction fee, net withdrawal amount, and the card type with the last 4 digits.

How long will it take for a ThryvPay refund to reach my customer?

The answer to this question varies depending on your customer's bank, but you can generally expect it to take 5-10 business days. This timeline is controlled by the issuing and receiving banks and once the refund is sent, is not under ThryvPay's direct control

If you need a guide to cancelling an invoice associated to this payment, Click Here