I have an invoice that will not let me generate a refund. Says there's an error and if it doesn't work out to reach out to our support team. This payment was made last week via AMEX. This invoice got cancelled internally, the customer's AP didn't see that, paid it. I just need to refund them. This has been broken up into 2 separate invoices (1 that has already been paid and 1 that isn't here yet). So they have actually overpaid in total at this point. Need help getting the refund done.
Thanks,
Coop
I had to give a refund on an few invoicesI had issued that had been paid. I followed the instructions given and chose the 'refund an invoice issued through wave' and the transaction shows that the money was deducted. BUT the invoice is showing on my dashboard as an unpaid invoice, although when I click on it, it does show the date paid and the date the refund was issued with both credits and debits. Have I missed out a step somewhere. I would like to clean up my overdue status on a few invoices. And so I don't do this again.
Hey @Coop! I'm thinking that the error message you're seeing is because the payout had not landed in your account yet, so the refund was not able to be refunded as of yet. With that said, a screenshot of that error you're seeing would help me confirm that!
@Meier_Meat1 thanks for reaching out here. The best bet for you is going to be following this Help Center article with regards to writing off an invoice. That'll help you get those refunded 'Overdue' invoices sorted out.
Hey @ConnorM payment has been there, for quite some time now, in my account. Don't see an easy way to add screenshot here. Will try other means once I post this comment reply.
Thanks,
Coop
Hi @ConnorM, I'm sure way I would write off the invoice. I was trying to issue a partial refund on an invoice. The customer did get the credit back in their account. Is there a different way to do a partial refund, or do I need to change the original to get the transaction to balance?
Hey @Coop, I think it would be beneficial for you to reach out to the Support Team so that they can help you in a little more depth - this might be something that requires a bit more one-on-one help.
@Meier_Meat1 You do have the ability to partially write off the invoice, actually. I'm not sure I entirely followed your question though, could you explain it a little further for me?
I processed 3 refunds just fine and now any refund I try to do gets a error and says it can't be completed... I don't know what to do to get them to go through
Hey @Meagan88 , thanks for your message here! It sounds like this issue would be best handled on a Support ticket, or even better, with a Support agent on our Live Chat to ensure you can get some immediate assistance with the issue. Click the 'Help' button on the bottom left of your screen in Wave to start a Live Chat.
I created an invoice. Customer paid. They needed to return the item. I issued them a full refund by refunding the invoice through Wave's refund mechanism. Now, the original payment and the refund appear on the invoice. But, now Wave thinks the invoice is unpaid and remains overdue. How do I close the invoice?
This article is only addressing how to write-off a bad debt where a customer did not pay. Where is the section on closing an invoice that was paid then refunded?
I do not use the integrated WAVE credit card processing.
I refund money for returns by credit card, check, sometimes cash.
How to I enter such refunds so that my accounting is correct?
The Refund option is not working, I'm supposed to contact customer care. Can you help?
every time i try to refund it it just makes a new line item that the credit card was declined but then the top line item shows Success. This software has been buggy several times and it's frustrating. Refund the money please!
@bladerunner13 In some cases refunding through Wave has some restrictions (typically around the amount of money being refunded, the number of refunds in a day, or the age of the refund). In these cases, I'd recommend reaching out to our Support Team through Chat (found in app by using the "Help" button in the bottom left corner) as there will be some information needed to process the refund and doing it through the forum would not keep your information confidential.
@ensler for instances where payments are not processed through Wave, you can enter the expense transaction into your Transactions page and then select the category "refund for income" or "refund for invoice in Wave". If you choose the latter, you will be prompted to select the appropriate invoice from a list as well.
How do I refund a payment that someone made even though I don't have payments setup in my Wave account? I forgot to disallow online payments for an invoice, and now there doesn't seem to be a way to make the refund without setting up to receive payments (which I don't want to do).
I have tried the "Help" button in the iOS app, but that only offers options for Community Chat (this) and the knowledge base. There is no option to talk with Support Team. All of the problems I'm having in an attempt to make this refund are not building the trust I would want to have in order to setup payments.
Hi @Cletus , thanks for reaching out. I see that your payments issue here has been sorted out with our Support team. I'm so glad we were able to find a solution.
Could you kindly elaborate on this a bit? What exactly is your client seeing when the funds have been returned to their account? Thanks so much for your cooperation and assistance with this!
@BarsinA They are seeing a new invoice. Nowhere on this invoice does it say refund, so they are confused as to why they are getting an invoice, not a refund acknowledgement.
Is it possible that you have created a recurring invoice for this client? Wave does not send an invoice for a refund for Wave payments credit card processor. If you head to Sales > invoices > All invoices > Do you see if there was a new invoice sent to your client here?
Also if you head to Sales > Payments > Refunds you should see all of your refunds here and which invoice they're associated with, however I can certainly tell you that Wave does not send out invoices to a client for a refund.
Could it also be possible that you may have accidentally resent the invoice?
I hate to have to resort to leaving a comment here, but I don't know what else to do. I have the need to issue a refund for a Wave Payment made more than 90 days ago. The guidance to contact support for assistance in this situation makes sense to me. As directed, I did that via help chat while logged in and got an automated acknowledgement email response. (Case #1268125, if anyone at Wave is reading this.) That was more than 3 days ago. It's been crickets since then, even though I've followed up a couple of times on the support email thread. Today I discovered (as maybe others have) that the Wave Financial Inc phone number you can find if you dig online is a dead end. I've been a very happy user of Wave for 4 years. This is my first instance of real frustration.
Hi there @CRogers , thanks for reaching out. I'm sorry to hear that you experienced some frustration around this delay here; that is certainly not ideal. I see that our Support team has now issued these refunds for you via your ticket with them. Thank you so much for your patience while our Support team works through higher than normal volumes right now. Please feel free to submit a Support ticket again should you need future assistance with refunds and we'll be sure to get back to you as soon as we can.
I appreciate your response, @CallieP, and I do confirm that the refunds were issued. I still haven't received any "official" support update email, but I guess that's another casualty of higher
-than-normal volumes. I wish you and the other folks at Wave well. Thanks.
How do i issue a cash refund?
I created an invoice, the client paid (we recorded payment), but is unhappy with the purchase so he requested for a refund. We provided the refund but now I'm not sure how can we show this on Wave?
i don't see the Payments tab on my navigation bar.
I checked out your email and I was able to see our support specialist Jess was able to respond to you on August 31st. Have you tried looking into your Spam or junk mail queue? Glad to hear that your refunds have processed successfully
As long as you've been accounting for your cash on hand account you should creating an expense from your cash on hand account, and categorize it as a refund to an invoice.
Hello! A payment was sent to me by mistake via the online payment feature. The customer then wrote me a check, and was going to try and withdrawal the online payment. I went ahead and processed a refund, but now I don't know how to view that refund. Is there a way to see when the refund hits the customer's account? I want to make sure they do receive their refund.
@Barsin: Thanks for the reply. I didn't receive Jess's email on Aug 31, not even in junk/spam. So that's too bad. But, the key thing for me is that the issue was resolved. Thank you.
Will there be a Credit note or Transaction document that I can send to my accountant to note that this transaction has been refunded? I can't seem to be able to print any out.
Within the last two days I requested a refund for my client who is over 90 days from the payment date. She has decided not to get a refund. So I need to cancel that request. How do I go about doing that? I did send the information just recently to the team
Comments
I have an invoice that will not let me generate a refund. Says there's an error and if it doesn't work out to reach out to our support team. This payment was made last week via AMEX. This invoice got cancelled internally, the customer's AP didn't see that, paid it. I just need to refund them. This has been broken up into 2 separate invoices (1 that has already been paid and 1 that isn't here yet). So they have actually overpaid in total at this point. Need help getting the refund done.
Thanks,
Coop
I had to give a refund on an few invoicesI had issued that had been paid. I followed the instructions given and chose the 'refund an invoice issued through wave' and the transaction shows that the money was deducted. BUT the invoice is showing on my dashboard as an unpaid invoice, although when I click on it, it does show the date paid and the date the refund was issued with both credits and debits. Have I missed out a step somewhere. I would like to clean up my overdue status on a few invoices. And so I don't do this again.
Hey @Coop! I'm thinking that the error message you're seeing is because the payout had not landed in your account yet, so the refund was not able to be refunded as of yet. With that said, a screenshot of that error you're seeing would help me confirm that!
@Meier_Meat1 thanks for reaching out here. The best bet for you is going to be following this Help Center article with regards to writing off an invoice. That'll help you get those refunded 'Overdue' invoices sorted out.
Hey @ConnorM payment has been there, for quite some time now, in my account. Don't see an easy way to add screenshot here. Will try other means once I post this comment reply.
Thanks,
Coop
Hi @ConnorM, I'm sure way I would write off the invoice. I was trying to issue a partial refund on an invoice. The customer did get the credit back in their account. Is there a different way to do a partial refund, or do I need to change the original to get the transaction to balance?
Hey @Coop, I think it would be beneficial for you to reach out to the Support Team so that they can help you in a little more depth - this might be something that requires a bit more one-on-one help.
@Meier_Meat1 You do have the ability to partially write off the invoice, actually. I'm not sure I entirely followed your question though, could you explain it a little further for me?
I processed 3 refunds just fine and now any refund I try to do gets a error and says it can't be completed... I don't know what to do to get them to go through
Hey @Meagan88 , thanks for your message here! It sounds like this issue would be best handled on a Support ticket, or even better, with a Support agent on our Live Chat to ensure you can get some immediate assistance with the issue. Click the 'Help' button on the bottom left of your screen in Wave to start a Live Chat.
I created an invoice. Customer paid. They needed to return the item. I issued them a full refund by refunding the invoice through Wave's refund mechanism. Now, the original payment and the refund appear on the invoice. But, now Wave thinks the invoice is unpaid and remains overdue. How do I close the invoice?
Hey @Beff , the following Help Center article on how to write off an invoice will give you the necessary steps on how to handle this!
This article is only addressing how to write-off a bad debt where a customer did not pay. Where is the section on closing an invoice that was paid then refunded?
Hey @Beff! That article would actually be the same workflow to follow for paid/refunded invoices.
I do not use the integrated WAVE credit card processing.
I refund money for returns by credit card, check, sometimes cash.
How to I enter such refunds so that my accounting is correct?
The Refund option is not working, I'm supposed to contact customer care. Can you help?
every time i try to refund it it just makes a new line item that the credit card was declined but then the top line item shows Success. This software has been buggy several times and it's frustrating. Refund the money please!
@bladerunner13 In some cases refunding through Wave has some restrictions (typically around the amount of money being refunded, the number of refunds in a day, or the age of the refund). In these cases, I'd recommend reaching out to our Support Team through Chat (found in app by using the "Help" button in the bottom left corner) as there will be some information needed to process the refund and doing it through the forum would not keep your information confidential.
@ensler for instances where payments are not processed through Wave, you can enter the expense transaction into your Transactions page and then select the category "refund for income" or "refund for invoice in Wave". If you choose the latter, you will be prompted to select the appropriate invoice from a list as well.
@JordanD
How do I refund a payment that someone made even though I don't have payments setup in my Wave account? I forgot to disallow online payments for an invoice, and now there doesn't seem to be a way to make the refund without setting up to receive payments (which I don't want to do).
I have tried the "Help" button in the iOS app, but that only offers options for Community Chat (this) and the knowledge base. There is no option to talk with Support Team. All of the problems I'm having in an attempt to make this refund are not building the trust I would want to have in order to setup payments.
Hi @Cletus , thanks for reaching out. I see that your payments issue here has been sorted out with our Support team. I'm so glad we were able to find a solution.
I took the steps above, but why is my client seeing their refund as an invoice?
Hey there @Kiki316
Could you kindly elaborate on this a bit? What exactly is your client seeing when the funds have been returned to their account? Thanks so much for your cooperation and assistance with this!
@BarsinA They are seeing a new invoice. Nowhere on this invoice does it say refund, so they are confused as to why they are getting an invoice, not a refund acknowledgement.
Hey there @Kiki316
Is it possible that you have created a recurring invoice for this client? Wave does not send an invoice for a refund for Wave payments credit card processor. If you head to Sales > invoices > All invoices > Do you see if there was a new invoice sent to your client here?
Also if you head to Sales > Payments > Refunds you should see all of your refunds here and which invoice they're associated with, however I can certainly tell you that Wave does not send out invoices to a client for a refund.
Could it also be possible that you may have accidentally resent the invoice?
Let us know! Have a great weekend.
I hate to have to resort to leaving a comment here, but I don't know what else to do. I have the need to issue a refund for a Wave Payment made more than 90 days ago. The guidance to contact support for assistance in this situation makes sense to me. As directed, I did that via help chat while logged in and got an automated acknowledgement email response. (Case #1268125, if anyone at Wave is reading this.) That was more than 3 days ago. It's been crickets since then, even though I've followed up a couple of times on the support email thread. Today I discovered (as maybe others have) that the Wave Financial Inc phone number you can find if you dig online is a dead end. I've been a very happy user of Wave for 4 years. This is my first instance of real frustration.
Hi there @CRogers , thanks for reaching out. I'm sorry to hear that you experienced some frustration around this delay here; that is certainly not ideal. I see that our Support team has now issued these refunds for you via your ticket with them. Thank you so much for your patience while our Support team works through higher than normal volumes right now. Please feel free to submit a Support ticket again should you need future assistance with refunds and we'll be sure to get back to you as soon as we can.
I appreciate your response, @CallieP, and I do confirm that the refunds were issued. I still haven't received any "official" support update email, but I guess that's another casualty of higher
-than-normal volumes. I wish you and the other folks at Wave well. Thanks.
How do i issue a cash refund?
I created an invoice, the client paid (we recorded payment), but is unhappy with the purchase so he requested for a refund. We provided the refund but now I'm not sure how can we show this on Wave?
i don't see the Payments tab on my navigation bar.
Hey there @CRogers
I checked out your email and I was able to see our support specialist Jess was able to respond to you on August 31st. Have you tried looking into your Spam or junk mail queue? Glad to hear that your refunds have processed successfully
Hi @JYong
As long as you've been accounting for your cash on hand account you should creating an expense from your cash on hand account, and categorize it as a refund to an invoice.
Hello! A payment was sent to me by mistake via the online payment feature. The customer then wrote me a check, and was going to try and withdrawal the online payment. I went ahead and processed a refund, but now I don't know how to view that refund. Is there a way to see when the refund hits the customer's account? I want to make sure they do receive their refund.
@Barsin: Thanks for the reply. I didn't receive Jess's email on Aug 31, not even in junk/spam. So that's too bad. But, the key thing for me is that the issue was resolved. Thank you.
Will there be a Credit note or Transaction document that I can send to my accountant to note that this transaction has been refunded? I can't seem to be able to print any out.