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. By default, the full amount will be selected. If you are issuing a partial refund, change the amount displayed. Note that you can toggle the $ to select a flat amount, or % to refund a percentage of the original payment. Any subsequent partial refunds will always be a percentage of the new amount remaining, not the original payment amount. 

By default, the payment request associated with this payment will be closed if you refund the full amount. If you need to keep the payment request open, check the box to do so. 

If this box is checked, 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 checked in error, you will need to manually cancel the invoice.

You can add a note to this refund by clicking +Add internal note. This note will not be sent to your customer.

The status of the payment will change to partially refunded

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