This guide will show you how to issue full or partial refunds for completed payments, online or offline.
An invoice is considered reconciled once the full payment has been received and paid out to your account. Only reconciled invoices can be refunded. In some cases, you may need to issue a full or partial refund—this can be done once the invoice meets reconciliation status.
Note: Online refunds processed via London & Zurich are not currently supported within the LoveAdmin system. However, you can still record these as offline refunds to ensure your records remain accurate and up to date.
Important: When issuing an online refund, please be aware that the original transaction fees - including LoveAdmin and payment provider fees - will not be reimbursed.
Steps:
1. Navigate to Sales Admin > Invoices
2. Select the 'Reconciled' tab.
3. Find the invoice you want to refund, you can use the search tool at the top to search for names, invoice number or amount.
4. Click on the three dots on the right hand side of the invoice > refund > and then choose either 'Refund Payment' or 'Record Offline Refund'.
Online Refunds:
An online refund means processing the refund directly through LoveAdmin. This option is only available if the payment was made via GoCardless or PayPal.
When you click ‘Refund Payment’, you’ll be able to enter the amount you’d like to refund, up to the total originally invoiced.
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.
If you're experiencing issues with trying to refund payments then try following our troubleshooting guidance here.
Offline Refunds:
If you've refunded a customer outside of LoveAdmin, you can still log it against the invoice to ensure it's reflected in your financial and refund reporting. You can choose to record either a full refund, up to the total invoiced amount, or a partial refund.
When recording the refund, you’ll be able to select the refund method, set the date, and optionally add a reference ID for your records.
Applying credits
As an alternative to refunds, you are also able to raise a credit note against a fully outstanding, or fully reconciled, invoice. This credit will then be applied towards the contacts future payment(s). To raise credit against an invoice, navigate to Sales Admin > Invoices and if the invoice is eligible to be credited, it will appear with a small 'RC' on the far right, under the 'Actions' column.
For more information on raising credit notes, click here
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