How do I refund a customer?

You will have recorded money returned to a customer and, for a full refund, updated the sale it came from.

Before you start

You need the refund permission and a plan that allows it. The invoice must have money collected and not be draft or cancelled.

Steps

1. Open the invoice and More actions → Refund.
2. Optionally tick the lines it is for; the amount then adds up from them. Otherwise type the Refund amount (at most what is left).
3. Set the Refund date and How it was paid back. Add a tracking code and the customer's IBAN if you have them.
4. For a full refund of a store order, tick Return the items to stock if the goods came back.
5. If the payment came through Stripe or Saman (SEP), you can press the gateway button at the top to send the money back from there. Saman refunds the whole payment only, and only for a short time after payment.
6. Otherwise pay the customer yourself first, then press Record refund.

What you will see

The refund appears in Payments and the customer is emailed (and texted if Refund SMS is on). A full refund makes the invoice refunded and updates the order, subscription, course access or booking.

If something goes wrong

• If the sale could not be updated, the refund stays recorded and shows Try again.
• A mistaken refund can be voided with a reason; the sale is not restored.
• Recording moves no money by itself. Do not record before you have paid, unless you used the gateway button.