Table of Contents
Overview
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.
How to issue a refund
Since Jobber Payments are charged directly through Jobber, the option to refund only appears for these payments and deposits processed through Jobber Payments. 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.
There are two places a refund can be issued from Jobber.com:
Note
If your Jobber Payments balance is below -$1,000, the option to refund the payment will be temporarily disabled until the balance is positive.
Issue a refund from the invoice or quote
To refund a Jobber Payments transaction, navigate to the invoice or quote that is associated with the payment you're refunding. From the More Actions button, select Refund.
Next you will select if you are issuing a full refund, or an other amount. To return the full payment amount to your client, select Full refund. If you wish to issue a partial refund, select Other amount and then enter the amount you are refunding.
If there was a tip on the payment, check the box for Refund the tip to return the tip back to the customer as well.
Once you've made your selection, click Next.
You will have a chance to look over the refund before it is issued. If you are ready to refund your client, select Issue refund. The refund will take 5-10 business days to process. Once you've issued the refund, it cannot be canceled.
To email your client a receipt for the refund, check the box for Send email receipt.
Note: Refund receipts must be sent manually to clients. The Jobber Payments setting for "send email receipts to clients" only includes invoice and quote payments, not refunds.
Issue a refund from the payment details
To refund a Jobber Payments transaction from the payment details, 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, select the Issue a refund button.
Next you will select if you are issuing a full refund, or an other amount. To return the full payment amount to your client, select Full refund. If you wish to issue a partial refund, select Other amount and then enter the amount you are refunding.
If there was a tip on the payment, check the box for Refund the tip to return the tip back to the customer as well.
Once you've made your selection, click Next.
You will have a chance to look over the refund before it is issued. If you are ready to refund your client, select Issue refund. The refund will take 5-10 business days to process. Once you've issued the refund, it cannot be canceled.
To email your client a receipt for the refund, check the box for Send email receipt.
Note: Refund receipts must be sent manually to clients. The Jobber Payments setting for "send email receipts to clients" only includes invoice and quote payments, not refunds.
What do refunded payments look like in Jobber?
Payments that were refunded will update in the billing history box to show a label for "Refunded" or "Partially Refunded" depending on which option you selected. The billing history box will display the refund amount (including the refunded tip, if applicable) as well the account balance.
What happens to the fees when a payment is refunded?
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.
Next steps
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.