How do I issue a refund?
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Posts: 412 admin
How do I issue a refund?
Sometimes, for any number of reasons, you may have to issue a refund. We do our best to make this process quick, easy, and intuitive.
Click Sales > Payments in the left-hand navigation menu.
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I can't see the option to click 'Payments' under my Sales tab...?
Hi @basek_au . This could be for a few different reasons. Please make sure that you're the main user and not a collaborator on your business as collaborators often don't have refund access. This could also be a browser troubleshooting issue so please ensure you're on Chrome or FireFox, and if that doesn't work trying clearing your cache & cookies.
Feel free to send me a message if you're still having trouble and I can dig in further with you.
Hi @alexlewiszarkos - I've issued a partial refund on an invoice using the steps above. However, now the invoice is showing as overdue the amount I refunded. How do I reconcile this with the invoice and my accounting software?
HI @Brooker . This is expected behavior and the steps needed to account for it depend on the reason for the refund. If it's a change to the invoice, you can adjust the invoice by deleting an item or adding a new item with a negative amount (-) before the price to zero it out. If the refund is considered bad debt, we have an article that will details the steps on how to write off the amount: https://support.waveapps.com/hc/en-us/articles/115000031243-Dealing-with-bad-debt-How-to-write-off-an-invoice .
When Waveapps was integrated with Stripe, if you refunded an amount, the fees would also be refunded. What is the case with Wave Payments now. If I refund the full amount to the client, does wave still charge the 2.9% fees and transaction fees or is that returned back?
Hey @DotSpecialist - same deal, we refund everything back as well. In situations where it is only a partial refund, we'd refund the portion of the fee which corresponds to the amount being refunded.
Sales-->Payments (ok)
Then what ? I don't see a list of payments? I see a menu for invoice, recurring invoices and checkouts. No list of payments. No where I can issue a refund. If I issue a refund, where do I see or communicate an updated invoice?
Hey @Kip. The instructions to navigate to Sales > Payments > select the payment > Refund, only applies to invoices that have been paid online through Wave. Has your invoice been paid online? If it has not been paid online and you need to record a refund on an invoice you can categorize your expense transaction as Refund sent for an invoice in Wave.
I hope this helps!
I want to issue a refund for an invoice paid online through my WAVE + Stripe integration but SALES > PAYMENTS doesn't exist on my account. Please advise.
Hi again @JDzigner ! Because your payments are run through Stripe, you'll need to access Sales > Credit Card Payments, where you can click through to your Stripe dashboard and issue your refunds. You can find more on this here in Stripe's Help Center.
I don't have an bank account linked to this particular Wave account. I neglected to turn off Online Payments and 3 invoices paid. How can I refund these payments?
@PatC I just took a look into your account and see that you have multiple businesses. I also saw that you're already connected with a Support Specialist through email! I'm super confident that the two of you can get to the bottom of this so I'll leave you guys to work it out there. You're in great hands!
My Sales menu doesn't have a payments option. What do I do now
Hi @Sarahc, this article is for refunding payments that were paid through Payments by Wave. If you do not see the "Payments" or "Credit Card Payments" option under Sales, then it means that Payments by Wave is currently not available for your business location and/or currency. To account for a refund for a payment received outside of Payments by Wave, you will want to categorize the withdrawal transaction for the refund under Accounting > Transactions as a "Payment Sent for an Invoice in Wave" > Select the Invoice to apply the refund against.
Hi Myron, thanks so much I'll try this ASAP
Hi,
I issued an invoice to a customer which included an item no longer required. I have sent them a refund for this item. How do I revise the invoice to reflect this money is no longer owing, and how do I record the refund? PLEASE HELP!!!!
Hey there @Zeezee
I've merged your conversation into this thread about issuing a refund on an invoice. I think you might be able to get some good insight into what you're looking to achieve here!
Follow the steps in this article here to account for the overdue invoice that is still showing up as such!
https://support.waveapps.com/hc/en-us/articles/115000031243-Dealing-with-bad-debt-How-to-write-off-an-invoice
Hey there @Ak_L1ghting
If your client has made a payment through credit card or ACH bank payment, when you go to Sales > Payments > Select the payment in question > You will be able to edit the amount that you would like to refund even though it may default to the full amount!
If you're not using payments by Wave, just create an expense transaction and manually categorize it as a refund for an invoice, then select the invoice in question.
When following these instructions, I have no option for issuing a refund. Please assist.
Hey @ac6567 ! Can you send me a direct message letting me know the invoice # and amount so I can take a further look as to why you're unable to refund?
Hi @melissaboufounos . Shoot me a DM with further info about the invoice (# and how much you want to refund) and I can take a look at doing this for you.
Hi Admins,
I issued a refund on an invoice that was paid via credit card through Wave. I wrote off the balance on the invoice but since my wave account is connected to a bank account, the refund also shows up as a preauthorized debit. All my accounts are balanced but the payments-by-wave account now shows negative. I am unable to merge the transactions since they are from two different accounts. What should I do to bring it back to zero?
Hey @JamesS! Are you able to click the checkboxes to the left of those two expense transactions and merge them? I believe that should be your best bet for getting this to zero your Payments by Wave account out. If that doesn't work, feel free to shoot me a DM and we can take a closer look into this together!
I need to issue a refund to a customer but all that happens is a message saying the process can't be completed and to contact support if problem persist. Which brings me here
The payment was made about 2 weeks ago.
Hi @jm1111 . If you'd like to send me a private message detailing the invoice # and amount you'd like refunded, I can take a look at completing this for you 🙂.
Good Morning,
I have a customer who has paid with a credit card off of her invoice. I am not set up to accept payments through Wave. I have since changed this option in settings. Can you tell me how to cancel her credit card transaction and remove her credit card information? I cannot find anything yet on how to do this.
Hi, I need to issue a partial refund, but dont have the Payments tab as suggested above. I only have Mac computers with Safari. How can I issue a refund to my client please?