Refund a payment
Give money back to the card through Stripe, on the reader for Interac, or as cash or store credit, and remove mistakes.
Refund a payment when a customer returns something or you owe them money back. Every refund is tied to the payment it came from, so the invoice, the end-of-day count and your reports all stay right.
Who can refund
Owners can always refund. Managers and front desk staff can by default. An owner can turn refunds off for either role in Settings › Invoicing and taxes. See Discount limits, refunds and approval PINs.
Refund a payment
- Open the invoice and go to the Payments tab.
- Choose Refund on the payment.
- Check the Amount. It starts at the full payment, and you can refund less.
- Choose how the money goes Back as. The way it was paid comes first.
- Add a Reference if you have one.
- Choose Refund and the amount.
Refunds can't be undone. Each payment can be refunded once, up to what was paid. The payment is then tagged Refunded, and the refund gets its own line in the list.
Back to the card through Stripe
A credit card payment taken on a card reader or through a pay link can go straight back to the card. Leave Back to the card through Stripe on. The customer doesn't need their card. It shows on their statement in a few days.
Interac on the reader
Stripe only refunds Interac on the reader, with the customer's card. Leave Back to their Interac card on, choose Refund, and have them insert or tap their card on the reader.
If they don't have the card with them, turn the switch off and refund cash or store credit instead.
As store credit
When the invoice has a customer, you can refund to Store credit. The amount goes on their account to spend next time. A payment made from a gift card or store credit goes back onto that same card or credit. A cash sale with no customer can't hold credit, so refund it another way.
Remove a payment entered by mistake
Removing isn't a refund. Use it when a payment was recorded that never happened, such as the wrong invoice or a typo.
- On the Payments tab, choose the bin icon on the payment.
- Choose Remove entry.
It stays on record marked Removed by and the person's name, and the balance changes to match. A refunded payment can't be removed until its refund is removed first.
When a refund isn't possible here
An invoice closed in QuickBooks can't be refunded. Make a new invoice for the refund instead.