There may be times you will need to refund payments. The actual refunding of money happens at your merchant gateway's site if you are refunding back to a credit card. However, there are still steps to be taken to account for the refund in the system.


New Billing (customer since 2017 OR have the Billing Overhaul enabled)

If you use an Integrated Payment Processing gateway, you can now process refunds right from the system.

  • Refunds are initiated by checkmarking a payment on the Billing > Transactions > Completed page (or the Transactions tab of a Client Profile) and using the "Refund" button
  • You can do a full or partial refund and it will be processed through the payment gateway (if the payment was made through that gateway)
  • If the payment was not made through an integrated gateway (checks, cash or PayPal Standard) you will need to also refund the client manually using that method
  • When a refund is made it will be added to the "Refunded" amount on the refunded transaction and a negative transaction is added to the Billing > Transactions > Refunded page


Old Billing

How to account for refunds

  1. Find the transaction that needs to be refunded. = OR = Find the invoice that needs to be refunded and open the edit page of the invoice, scroll down and click on the payment (transaction) in the invoice.
  2. Edit the transaction to be LESS the amount you are refunding. This would be 0 if you are refunding the entire amount. Another example would be refunding 20 of 40, then the transaction would now be 20. You may want to include notes about why the change was made in the manager notes area. Be sure to save the edited transaction.
  3. Go to the invoices page. The invoice containing the edited transaction should now be open (unpaid). Click on the invoice.
  4. Edit the invoice: Create a new line item using the "Misc Charge" option from the drop down. Give the line a description such as "Refund" and enter a NEGATIVE amount equal to the amount being refunded. (ex. if you are refunding 20 the amount in the line item would be -20). You may want to include notes about why the change was made in the manager notes area.


Note for refunding packages:

All the steps are the same, except that their is one additional step: Cancelled visits belonging to a package will repopulate that package with the same number of visits being cancelled. You will need to simply edit the package REMAINING VISITS to be LESS the number of visits you will be refunding. (ex. If you are refunding an entire unused package, the remaining visits would be zero. ) (ex. If you are refunding 10 of 20 remaining visits of a 40 visit package, the remaining visits would be 10).