This article is for:
It's not possible to refund invoice items for Gift vouchers or Packages. If you need to do this please fill in this form and we can help.It's 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.
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.
You'll learn how to:
- Issue a partial refund
- Refund an online payment
- Refund a deposit
- Refund a TimelyPay payment
- View a refund
Issue a partial refund
- Open the invoice you would like to issue a refund for (Find out more).
- In the bottom right corner, click the Issue refund button:
- 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.
- 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:
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Click Save to apply:
- 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:
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Click Refund payment to apply.
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You will then get confirmation that the refund has been processed:
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The refund will then show on the sale:
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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 third party payment gateway connected to Timely, then you will also need to refund the payment with your payment provider.
- Check out the guides for some third party payment providers below for more information:
Refunding a Deposit
- Head to the client file and select the credit tab
- Find the deposit and then click edit
- Here you will see an options tab, when you click on this you will have the option to Refund Deposit
- Double check all the details are correct and click Save - if you need to change the amount you are refunding you can do this here
- 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 processed
Refunding a TimelyPay Payment
- 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:
- Refunds will be included in the sales calculation on the Business overview:
- 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:
- In the Customers record, in the Sales section:
- For refunds including bookings, these will also be shown in the appointment history:
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If you are refunding a product purchase, processing the refund will also update the stock levels.