This guide explains how to issue full or partial refunds for completed payments directly through your LoveAdmin system
Eligibility for Refunds
- An invoice must be reconciled - meaning the full payment has been received and paid out to your account - before it can be refunded.
- An online refund means processing the refund directly through LoveAdmin. This option is only available if the payment was made via GoCardless or PayPal.
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
5. Select Refund > 'Refund Payment'
Note: 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.
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.
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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