Overview
Refunds return money to the customer — from overpayment, cancelled work, or sales receipt returns. Store credit via credit memo is an alternative when cash return is not needed.
Where in the app: Sidebar → Sales → Refunds
Open: Refunds
Refund list
| Column | Purpose |
|---|---|
| # | Refund reference |
| Customer | Recipient |
| Amount | Refunded total |
| Date | Process date |
| Method | Original or refund method |
| Source | Payment, receipt, or credit memo |
| Status | Completed, Pending, Failed |
Start a refund
From payment or receipt detail
- Open the payment or sales receipt
- Process Refund or Refund money
- Enter amount (full or partial)
- Choose refund method
- Confirm
From credit memo
When credit should be cash instead of future application:
- Credit memo detail → Refund
- Complete wizard
From Refunds ledger
New Refund — select customer and source transaction.
FortisPay refunds
Online card payments refunded through FortisPay:
- Refund submits to the processor
- Status shows Pending until confirmed, then Completed or Failed
- Original payment and invoice balances update accordingly
Requires active FortisPay integration.
Credit memo vs refund
| Situation | Prefer |
|---|---|
| Customer will buy again | Credit memo |
| Cash/check return | Refund |
| QBO paid invoice correction | Credit memo first, then refund if needed |
See Sales workflow.