An invoice payment can be refunded by selecting “Refund Invoice…” from the More Actions dropdown when viewing the invoice.
Begin the refund flow by selecting "Refund Invoice..."
The two refund types you will be presented are to perform a refund directly to the payment profile on file, or to record an external refund for a refund performed outside of Advanced Billing. The type of refund permissible is restricted based on how the original payment was made; for example, if the invoice was paid with an external payment, it is not possible to refund the payment profile directly because there is no associated payment on the card/bank account.
Choose a direct payment profile refund or an external refund.
On the next screen, you’ll be prompted to select a payment to refund on the invoice. This currently applies to automatic and external payments as well as prepayments - credits cannot be refunded at this time. To refund a prepayment, simply choose the “Record External Refund” option.
Select one of the available payments for refund
If the payment was made on a consolidated invoice and applies to more than one segment, you’ll be given the option to select which segments you’d like to refund.
Select which segments to refund in full
Once you’ve selected a payment, you can either refund the payment in full, or enter a partial amount. If you’re partially refunding a consolidated invoice, the amount of the refund will be spread across the selected segments based on the weighted amount of each invoice. For example, if you have two segments, Invoice A ($15.00) and Invoice B ($5.00), a partial refund for $10.00 (50% of the total of the segments) will be applied like so: Invoice A ($7.50 refunded) and Invoice B ($2.50 refunded).
Lastly, you will choose whether to credit the invoice back for the amount refunded or not. If you leave an invoice open after the refund occurs without crediting, then the invoice will attempt to be charged as part of the automatic subscription’s next renewal.
As an example for why you might credit an invoice, if the amount to be refunded should not have been paid, crediting would be a good choice. This is the default selection within the refund prompt. On the other hand, if the customer wants to be refunded so they can pay through a different credit card, it would be appropriate to not credit the invoice so they must still pay the full amount.
Enter an amount, memo, and credit option for the refund.
After submitting the refund, you’ll see the invoice update with a new “Refunds” total in the summary, as well as an event in the invoice history linking to the refund that was generated.