How to issue refunds

In this article, you'll learn how to refund a payment a customer made on a job, in full or in part. It's handy when a job gets cut short, you overcharged, or a customer paid twice.

To find a job's payments:

  1. Open the job.
  2. Click the Payments tab.

You'll see the same payments list on an invoice's page, and refunds work the same way from there.

Refunding a payment

  1. On the payments list, click the ⋮ button at the end of the payment's row.
  2. Click Refund payment. The Issue a refund window opens.
  3. Check the Original payment line at the top. It shows how the customer paid, the amount and the date, so you know you've got the right one.
  4. Choose Full refund (the amount is shown next to it) or Partial refund. For a partial refund, type the amount to give back in the box that appears.
  5. If you like, add a note in Reason (optional).
  6. Click Refund payment.
Opening the refund window on a job payment

A green note under the list confirms how much was refunded.

Note: You need the Delete Job Payments permission on your role to refund a payment. If you don't have it, the refund won't go through.

What happens after a refund

  • The balance reopens. Whatever you refund is added back to what the customer owes on the job and its invoice.
  • A full refund stays on the list with a red Refunded tag. It's kept for your records but no longer counts toward what's been collected. Once a payment is refunded, Refund payment no longer shows in its menu.
  • A partial refund lowers the payment's amount on the list to what the customer kept paying, and the payment's note records how much went back.
A refunded payment on a job's Payments tab
A refunded payment on a job's Payments tab

Card payments vs. cash and checks

How the refund works depends on how the customer paid.

  • Card payments taken through Stripe are refunded for real. The money goes back to the customer's card, and the window reminds you that card refunds take 3–7 business days to show up for them.
  • Cash, checks and other payments you recorded by hand are only marked as refunded in the CRM. No money moves, so hand the cash back or write the check yourself. You can do full or partial refunds on these too.
Tip: If you refund a card payment straight from your Stripe dashboard instead, you don't need to do anything in the CRM. The refund shows up on the payment here by itself.

On the phone app

The phone app works the same way. On a job, open Payments, tap the ⋮ next to the payment, then tap Refund payment. You'll get the same Issue a refund sheet with the full or partial choice, the reason box and the Refund payment button. You can also refund from an invoice's page in the app.

Note: On the app, Refund payment only shows in the menu if your role has the Delete Job Payments permission.

Related articles