In this article you will learn how to issue refunds for payments from your customers
Once an invoice has been reconciled you can issue a full or partial refund from the Invoices section. Invoices will become reconciled once all of the payments have settled and paid-out to your account. Please familiarise yourself with the fees listed below before running a refund in the system.
Credit notes are a good alternative in the system that allow you to give credit to contact to come off their future payments, without there being any additional return of money or accrued fees. You can run credit notes from Sales Admin > Invoices in the "Action" column.
Note: Refunds will be subject to the same settlement times as the initial payment. Therefore please be advised that depending on your connected payment provider, the payee may need to wait a number of days before the payment is returned to their account.
For more information on the settlement times for each payment provider, please refer to our help article here.
Important: If you're experiencing issues with trying to refund payments then try following our troubleshooting guidance here.
When payments are taken through LoveAdmin, a fee is taken to cover our fees and the fees of the payment provider. When you refund the full value of the invoice, the fee is not returned in any way and the value is covered by the club. For example:
- A payment of £10 is made, with fees totalling 50p. £9.50 is received into the organisation bank account
- This is listed as £10 in your invoices. If you refund the full value, you will be sending £10 back to your member
- As the organisation bank account only received £9.50, the 50p fee will be made up by the organisation to refund the full £10 that the member originally paid
- This means that for this payment, you will lose 50p in fees when the payment was received and a further 50p when you refund the value of the fee to your customer. In this instance, that totals £1 of price difference.
This will still occur if you are running Gross-Up Fees. If you wish to avoid these fees, we'd recommend using the credit notes system (outlined above). You could also partial refund the user based off the value received, minus the fee, but you'll need to make sure your customers are aware of this before doing so as they are not receiving the full refund from their point of view.
Refunds processed through London & Zurich are subject to a £2 fixed fee for each invoice on top of the above listed fee. Please note that refunds with London & Zurich are not currently possible on the software.
Refunding an invoice in full
- Navigate to Home > Sales admin > Payments
- Opposite each completed payment in the Actions column, you will see 'Refund'
- Click on the Refund action to issue a full or partial refund of the invoice