Whenever possible, full refunds are the easiest way to keep your bookkeeping clean because you can process them from any payment in the Project 2 Payment business portal. Simply use the Refund button at the bottom of the payment details screen to cancel or refund a payment.
- Use one of the following methods to locate the payment: (1) go to the project details and scroll down to Payments, (2) go to the customer record and click the Payments tab, or (3) search in Activity.
- Click the Payment ID to view details.
- Click Refund.
- Enter a message if you want to capture any notes about the refund (optional).
- The customer's email will auto-populate from the payment. You cannot remove the email but you can change it and/or use the Add Email link to add more recipients.
- Click Issue Refund.
If the payment occurred same day and has not settled, you will see a Void button instead of Refund. Void cancels the payment so your customer is not charged and you do not incur processing fees. Your customer may see a pending transaction on their account for a short period of time but it will fall off.
Sometimes there are special circumstances where only a portion of the original payment is being credited back to the account holder. In this scenario, a partial refund is possible but would be processed in the merchant portal. Partial refunds will not appear in the Project 2 Payment business portal. You will need to manually account for the transaction on your project.