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Sometimes situations come up where you need to issue a refund to a client. It happens! This article will walk through how to process a refund for an invoice or a deposit that was paid through Jobber Payments. Jobber Payments refunds take approximately 5-10 business days to process and the funds are returned back to the same card that was originally charged.
Note: Only full payments can be refunded–it is not possible to process a partial refund for Jobber Payments. If you do need to refund a client only a portion of what was charged, first refund the full payment, then charge the client again for the partial amount.
How to issue a refund
Since Jobber Payments are charged directly through Jobber, the Issue Refund button only appears for these payments and deposits. For payments that were made by cash, check, or another payment method that isn't Jobber Payments, these will need to be refunded outside of Jobber. Once the funds have been returned to the client, the original payment amount can be edited to $0.00 with a note added to indicate that a refund took place.
To refund a Jobber Payments transaction, first you will need to locate the payment or deposit that you're refunding. This can be found either from the client's billing history box located on the client's profile or from the paid invoice where the payment appears below the invoice total.
Once you've located the payment or deposit, click to open the payment details. From the pop-up, click the Issue Refund button.
Before the refund is issued, you'll be asked to confirm the refund. If you would like to email a copy of the refund receipt to your client, leave the box checked for Send email receipt.
To go ahead with the refund, click Confirm.
After clicking Confirm, the payment details will be updated in the billing history box to show it has been refunded to the client. If you had the box checked to send your client an email receipt, the system will then email a refund receipt to the client for the amount of the payment.
Note: If your Jobber Payments balance is -$1,000 the option to refund the payment will be temporarily disabled until the balance is positive.
Refunding a payment with a tip
When refunding a payment with a tip, the whole payment total (including the tip) is returned back to the client. In the refund confirmation pop-up, you will see both the invoice payment and the tip as the total being refunded. Payments that were refunded will update in the billing history box to show they are refunded and the account balance will be updated.
What about the fees?
When your client is refunded, you will also be refunded the fees that were charged as part of the transaction.
Refunds can take from 5 to 10 business days to be returned back to your client's card.
Depending on your reason for refunding the payment, there may be additional steps to take to update the client's account balance once the payment has been refunded.
- To remove the "Paid" status from the invoice and add the invoice balance back to the client's account balance, navigate to the invoice and select Re-open Invoice.
- If you refunded the payment in order to re-charge the client a different amount from the re-opened invoice, select Collect Payment. From the Collect Payment screen, edit the Amount field for the total you're collecting, then select Charge. Learn more about How to Collect Payment on an Invoice
- If you are not expecting to collect a payment on this re-opened invoice, select More Actions > Close Invoice > As Bad Debt. Marking an invoice as bad debt removes the invoice balance from the client's account balance to show that there is no longer an outstanding payment. Learn more about Bad Debt.