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How to issue a refund

  • Updated

Sometimes you will need to refund a customer's payment, particularly if they return a product or don't go ahead with a booking that you've taken a deposit for.

 

IMPORTANT: It's not possible to refund invoice items for Gift vouchers or Packages. If you need to do this please get in touch with us by submitting a Help Form at our Help Centre.

 

This guide will step you through the process of refunding the invoice in Timely:

  1. Refund a sale in Timely.
  2. Issue a partial refund. 
  3. Refund an online payment.
  4. Refund a deposit
  5. Refunding a TimelyPay payment 
  6. View a refund.

 This feature may not be available on your current plan. Find out how to upgrade in our How to change your Timely plan guide.

 

Refund a sale in Timely

You can choose which items on an invoice you would like to refund, so you can refund an entire invoice or just part of it. The invoice will need to be marked as fully

PAID

 to be able to issue a refund 

Note: It is not possible to delete or edit a refund once it has been issued. We recommend taking extra care when issuing refunds to ensure these are processed and recorded accurately.

  1. Open the invoice you would like to issue a refund for (Find out more).
  2. In the bottom right corner, click the Issue refund button: 

  3. This will pop up an Issue refund screen, which shows you all the items on the invoice. To issue a full refund, you can leave all the items as they are and click Save to apply. 
  4. You will then be shown the total value of the refund. Choose the payment type to decide how you would like the payment to be refunded: 

  5. Click  Refund payment to apply.

  6. You will then get confirmation that the refund has been processed: 

  7. The refund will then show on the sale: 

 

Note: If you have the Xero integration enabled then you will also need to apply a credit note to the associated invoice in Xero. You can open the invoice in Xero, using the link in the top right corner of the invoice: 

Check out Xero's Add a credit note to a sales invoice guide for more information.

 

Issue a partial refund 

  1. Open the invoice you would like to issue a refund for (Find out more).
  2. In the bottom right corner, click the Issue refund button: 

  3. This will pop up an Issue refund screen, which shows you all the items on the invoice. To issue a full refund, you can leave all the items as they are and click Save to apply.
  4. To issue a partial refund, click the red trash icon next to the items you don't want to refund. Click Delete to confirm and remove those items from the refund:  

  5. Click Save to apply: 

  6. You will then be shown the total value of the refund. Choose the payment type to decide how you would like the payment to be refunded: 

  7. Click  Refund payment to apply.

  8. You will then get confirmation that the refund has been processed: 

  9. The refund will then show on the sale: 

 

Refund an online payment

If you have TimelyPay as your payment gateway and chose TimelyPay as your refund payment type, your refund will automatically be applied to the payment. Check out this help article for more information on TimelyPay refunds.

If you have a payment gateway connected to Timely then you will also need to refund the payment with the payment provider. 

Check out the guides below for more information:

 

Refunding a Deposit

  1. Head to the client file and select the credit tab17.png
  2. Find the deposit and then click edit 18.png
  3. Here you will see an options tab, when you click on this you will have the option to Refund Deposit19.png
  4. Double check all the details are correct and click Save - if you need to change the amount you are refunding you can do this here20.png
  5. Then select your payment type - if you are refunding a payment using TimelyPay you will need to select this option other wise your refund will not be processed21.png

 

Refunding a TimelyPay Payment 

If you have TimelyPay as your online payment gateway and need to refund a payment that was processed either online or in-store via TimelyPay (such as cardless checkout), make sure TimelyPay is selected as your refund payment type when processing the refund.
 
Screen_Shot_2021-08-26_at_2.07.03_pm.png
 
This will ensure that your refund is automatically be applied to the card that was used.
 
TimelyPay supports issuing both  full and partial refunds on the web and iOS apps. If you want to refund a partial amount, you can edit the amount of the payment to reflect how much you want to refund.
 
Once the refund has been processed, this will be visible in your TimelyPay Transaction History.
 
Screen_Shot_2021-08-26_at_2.07.50_pm.png
 
Please reach out to our team on our Help Form to process a TimelyPay refund for the following reasons:
  • Refund a Gift Voucher
  • Refund a Voided Sale

Your client will receive the funds from a refund in their account approximately 5–10 business days after the date on which the refund was initiated.

 

View a refund

    There are a couple of different places where you will be able to see a refund: 
  1. Refunds will be included in the sales calculation on the Business overview: 
  2. Alongside sales in the Sales > View sales section. You can then click on the invoice number in the left-hand column to view details of the refund: 

  3. In the Customers record, in the Sales section: 

  4. For refunds including bookings, these will also be shown in the appointment history: 

  5. If you are refunding a product purchase, processing the refund will also update the stock levels.

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