The table below provides the recommended steps to follow in scenarios where you issue refunds and void or not void invoice line items.
The table below provides the recommended steps to follow in scenarios where you issue refunds and void or not void invoice line items.
If... | First... | Then... |
A payment was collected from an incorrect payment method Example: The wrong credit card was used. | Issue a refund to the payment method that was used. |
The payment can be collected from the new payment method in one of three ways:
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A customer was charged in error. Example: An invoice was generated for the customer that should not have been generated. | Issue a refund for the invoice amount. | Void all invoice line items associated with the payment. |
A customer was overcharged. Example: One or more erroneous charges were included in an invoice. | Issue a refund for the overcharged amount. | Void all of the erroneous invoice line items that add up to the overcharged amount. |
A customer was charged, and for a particular business reason, you want to return the money to the customer. In addition, you want to keep the invoice on record. Examples: You want to keep the invoice on record for accounting reasons or to acknowledge that service was provided. | Issue a refund for the invoice amount. |
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You missed the deadline for issuing a refund. | You cannot issue a refund. |
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