Refund a payment

Refund from the payment itself and say why, so the job, the invoice and your books all show the right balance.

Who can do this? On the Team plan, the Owner and Office.

Make the refund

1. Find the payment under Payments made on the job, or in the invoice’s Payment history.
2. Tap ⋯ on the payment and tap Refund.
3. Enter the Amount to refund, or tap the button for all of it.
4. Under Why are you refunding?, choose one of the three reasons below.
5. Tap the Refund button with the amount.

The three reasons

• Price reduced or job canceled: makes a credit note, so the customer won’t owe this. Add the reason printed on it, and choose whether to email it.
• Money back, but they still owe it: for example they paid twice, or are paying another way. No credit note, and the amount is due again.
• They paid too much: pays back an overpayment. Nothing is owed and the job stays paid.

Card payments and cash or bank payments

A card payment is refunded to the customer’s card. They get it back in 5 to 10 working days. The original card fee isn’t returned. Refunding a card payment needs a connection.

For cash, check or bank transfer payments, the refund is a record of money you’ve paid back yourself. Nothing is sent to the customer’s bank, so pay them back the usual way.

Good to know

• With a credit note and a card refund, the credit note is emailed once the refund has gone through.
• If a card refund fails, the money stays in your card payments balance and the Payments page shows it under Needs attention. Refund again, or tap Record it as cash or bank transfer instead and pay them another way.
• A payment the customer has disputed with their bank can’t be refunded until the dispute is settled.