Skip to main content

Refund a payment

In This Article

How to refund a payment

    1. Locate the payment in the software. You can pull up the project and go to the Invoices & Payments tab, pull up the customer and go to their payment history, or you can search in the Payment Activity section.
    2. Click the payment to view details.
    3. Click the Refund button at the bottom of the page. If you see Void instead of Refund, this means the payment has not settled yet. Click Void to cancel the payment so your customer is not charged and you do not incur processing fees. 
    4. Enter a message to capture any notes about the refund (optional).
    5. 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.
    6. Click Issue Refund.

Why won't it let me refund this payment?

Refund amounts in Project 2 Payment must equal the full amount of the payment. Additionally, the invoicing logic assumes an invoice will be paid in full with one payment so the refund amount must match the invoice amount. If you are not processing the full invoice amount, the Refund button is unavailable.

If you took a down payment, it was applied to the first invoice and the remainder was paid with another payment. Even if you need to refund the full amount of one of the payments, this is considered a partial refund because it is a portion of the invoice total. 

Partial refunds

We understand that sometimes there are special circumstances where you need to do a partial refund to return a portion back to the account holder or refund a full payment that is a portion of the full invoice amount. In this scenario, you would process a partial refund in the merchant portal. This transaction will be outside of Project 2 Payment, so you will need to manually update the project to account to keep bookkeeping clean in the software.