Give money back from a payment or a credit note, or turn it into credit they spend next time.

A refund is always raised on the receipt it comes off, not from the refunds list. So open the payment you are giving back, or the credit note you are paying out, and start there.

Before you start

The receipt has to be issued, not a draft. A draft credit note holds no balance, so Refund stays unavailable on it until you issue it.

Give the money back

  1. Open the receipt. For a credit note, go to Invoices → Credit Notes and open it. For a payment, go to Invoices → Payments In and open it.
  2. Press Refund. A panel opens on the right.
  3. Check What you can give back. It names the receipt and the most this refund can be. You cannot go over that.
  4. Under Where the money goes, choose one:
    • Return to customer, when money leaves your till as cash, a card reversal or a bank transfer.
    • Add to wallet, when nothing leaves. It becomes credit on their account for next time.
  5. Under How much, and how, enter the amount and how it went back. You can split it across more than one method.
  6. Pick a Reason if you want one. It is optional, it shows on the refund, and you can filter the refunds list by it later.
  7. Press Give the money back.

What a refund does to the bills

Unused credit is used up first. Anything beyond that comes off the bills the payment settled, and those bills go back to being owed.

When the amount you enter is more than the unused credit, a Choose which bills section appears. Open it only if you want to aim the refund at particular bills. Left alone, it takes from the newest first, which is what almost every refund wants.

A credit note refund works differently here. It cannot reopen an invoice, so it has no bills to choose between and tells you so.

If you refunded the wrong thing

Go to Invoices → Refunds, open the refund, and press Cancel refund. The amount goes back where it came from.