When a customer needs a refund, processing it quickly and correctly protects your client relationship and keeps your payment records accurate. ThryvPay refunds are processed directly from the Payments Received section in Thryv, the same place you manage all other payment activity, so you don't need to log in to a separate system or contact support to issue a refund. This article walks you through how to process a full or partial refund, what happens to the associated payment request, and how to track the refund in ThryvPay after it is issued.

This article covers the following:

• Who Can Process a ThryvPay Refund
• How to Locate the Payment You Want to Refund
• How to Initiate a Refund
• How to Issue a Full Refund
• How to Issue a Partial Refund
• How the Keep Payment Request Open Option Works
• How to Add an Internal Note to a Refund
• How Refunded Payments Appear in ThryvPay
• Frequently Asked Questions

This article covers processing refunds for payments collected through ThryvPay. This article does not cover cancelling an invoice associated with a refunded payment. To learn how to cancel an invoice, see Archive An Invoice. This article does not cover issuing refunds for payments processed through Stripe or Braintree. Refund steps may differ for non-ThryvPay payment gateways.

Who Can Process a ThryvPay Refund

ThryvPay refunds can only be processed by you or an authorized user on your Thryv account. No Thryv employee can process a refund on your behalf, this restriction is in place as a security measure to protect your account and your funds. If you need help with a refund-related issue, contact Thryv Support for guidance, but the refund action itself must be completed from within your account.

How to Locate the Payment You Want to Refund

All ThryvPay refunds are initiated from the Payments Received section in Thryv, regardless of whether the original payment was a one-time payment or a scheduled payment. Click Sales in the left-hand navigation. Then click Payments Received in the Sales submenu. The Payments Received dashboard will open.

Locate the payment you want to refund in the payment list. Click the client's payment record to open the full payment details. If you have a large number of payments, use the client name search field or the status filter at the top of the Payments Received dashboard to narrow the list before selecting the payment.

How to Initiate a Refund

With the payment record open, click the three-dot menu icon in the payment record. A dropdown menu will appear. Click Refund in the dropdown. The refund confirmation screen will open with the full original payment amount pre-filled in the refund amount field by default.

How to Issue a Full Refund

On the refund confirmation screen, the full original payment amount is selected by default. If you want to refund the full amount, review the amount displayed to confirm it is correct and proceed without changing the amount field. Before confirming, review the Keep payment request open checkbox setting, by default, this checkbox is unchecked, which means the payment request associated with the payment will be closed automatically when the full refund is processed. In most cases, this is the correct setting for a full refund. Click Confirm Refund to complete the full refund. This action cannot be undone. If you need to collect payment from the client again after issuing the refund, you will need to create a new payment request.

How to Issue a Partial Refund

To issue a partial refund instead of a full refund, change the amount displayed in the refund amount field on the refund confirmation screen. The refund amount field accepts input in two formats: a flat dollar amount or a percentage of the original payment. To switch between formats, click the $ toggle to enter a flat dollar amount or click the % toggle to enter a percentage of the original payment to refund. Enter the partial refund amount in the format you selected.

If you issue more than one partial refund on the same payment, each subsequent partial refund is calculated as a percentage of the remaining balance after the previous refund was applied, not as a percentage of the original payment amount. For example, if you refund 50% of a $100 payment, the remaining balance is $50. A second partial refund of 50% would refund $25 (50% of the $50 remaining balance), not $50.

How the Keep Payment Request Open Option Works

The refund confirmation screen includes a Keep payment request open checkbox. By default, the checkbox is unchecked, which means the payment request associated with the refunded payment will be automatically closed when the refund is processed. In most cases, leaving the checkbox unchecked is the correct setting.

Check the Keep payment request open checkbox only if you specifically need the payment request to remain open after the refund, for example, if you plan to collect a revised payment amount from the client and want to retain the original payment request. If the Keep payment request open checkbox is checked and the refunded payment was associated with an invoice or a paid appointment, Thryv will show that the client still owes the original payment amount. If you checked this box in error and do not intend to collect again, you will need to manually cancel the associated invoice to clear the outstanding balance. To learn how to cancel an invoice, see Archive An Invoice.

How to Add an Internal Note to a Refund

The refund confirmation screen includes an option to attach an internal note to the refund record. To add a note, click + Add internal note on the refund confirmation screen and type your note in the text field that appears. Internal notes added to a refund are visible only to you and your staff within Thryv, internal notes are never sent to your customer and do not appear on any customer-facing communications. Use internal notes to record the reason for the refund or any relevant context for your records.

How Refunded Payments Appear in ThryvPay

After a refund is processed, the status of the payment record in Payments Received will update. A fully refunded payment will display a refunded status. A partially refunded payment will display a Partially Refunded status. To filter your ThryvPay payment list to display only refunded and cancelled transactions, click the Cancelled/Refunded filter option in the Payments Received dashboard.

To view the full details of a specific refund in ThryvPay, locate the refunded payment in the filtered list and click View on the far right of the payment record row. A detail panel will slide out from the right side of the screen displaying the complete refund information.

The refund detail panel displays the following information for the selected refund: the refund amount, the transaction fee applied, the net withdrawal amount after the transaction fee, and the card type and last four digits of the card used for the original payment.

Frequently Asked Questions

How long does a ThryvPay refund take to reach my customer?

ThryvPay refunds typically take 5 to 10 business days to appear in your customer's bank account or on their credit card statement. The exact timeline depends on your customer's bank or card issuer. Once ThryvPay initiates the refund, the timing of when the funds are credited to your customer's account is controlled by the issuing and receiving banks, ThryvPay does not control the bank processing timeline after the refund is sent.

Can a ThryvPay refund be reversed or undone after it is processed?

No. A ThryvPay refund cannot be undone or reversed after it is confirmed. If you need to collect payment from the client again after processing a refund, you must create a new payment request for the client. Do not rely on the Keep payment request open checkbox as a way to undo a refund, that option controls only whether the associated payment request stays open, not the refund transaction itself.

Can a Thryv employee process a refund on my account for me?

No. Per Thryv's security policy, no Thryv employee can process a refund on your account. The Refund button is available only to you and authorized users on your Thryv account. If you need assistance with a refund, contact Thryv Support for guidance, but the refund action must be completed from within your account by an authorized user.

Does ThryvPay return the transaction fee when I issue a refund?

Can I issue a refund for a scheduled payment that has already been processed?

Yes. The refund process in Payments Received is the same for one-time payments and scheduled payments. Navigate to the specific payment record in Payments Received, open the payment, click the three-dot menu icon and select Refund to begin the refund process regardless of whether the payment was one-time or part of a payment schedule.

What happens to the associated invoice if I process a full refund?

By default, when you process a full refund, the payment request associated with the payment is automatically closed. If the payment was associated with an invoice and the Keep payment request open checkbox was checked during the refund, Thryv will show the client as still owing the payment amount. In that case, you will need to manually cancel the invoice to clear the outstanding balance. To learn how to cancel an invoice, see Archive An Invoice.