How do I issue a refund?

SystemSystem Posts: 236 admin

imageHow do I issue a refund?

Sometimes, for any number of reasons, you may have to issue a refund. We do our best to make this process quick, easy, and intuitive.

Click Sales > Payments in the left-hand navigation menu.


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edited February 11, 2019 in Help Center Discussion


  • Lisa_AshbyLisa_Ashby Member Posts: 6


    edited February 11, 2019
  • basek_aubasek_au Member Posts: 3

    I can't see the option to click 'Payments' under my Sales tab...?

  • alexlewiszarkosalexlewiszarkos Administrator Posts: 394 admin

    Hi @basek_au . This could be for a few different reasons. Please make sure that you're the main user and not a collaborator on your business as collaborators often don't have refund access. This could also be a browser troubleshooting issue so please ensure you're on Chrome or FireFox, and if that doesn't work trying clearing your cache & cookies.

    Feel free to send me a message if you're still having trouble and I can dig in further with you.

  • BrookerBrooker Member Posts: 1

    Hi @alexlewiszarkos - I've issued a partial refund on an invoice using the steps above. However, now the invoice is showing as overdue the amount I refunded. How do I reconcile this with the invoice and my accounting software?

    edited March 24, 2019
  • alexlewiszarkosalexlewiszarkos Administrator Posts: 394 admin

    HI @Brooker . This is expected behavior and the steps needed to account for it depend on the reason for the refund. If it's a change to the invoice, you can adjust the invoice by deleting an item or adding a new item with a negative amount (-) before the price to zero it out. If the refund is considered bad debt, we have an article that will details the steps on how to write off the amount: .

  • DotSpecialistDotSpecialist Member Posts: 1

    When Waveapps was integrated with Stripe, if you refunded an amount, the fees would also be refunded. What is the case with Wave Payments now. If I refund the full amount to the client, does wave still charge the 2.9% fees and transaction fees or is that returned back?

  • SamdSamd Administrator Posts: 560 admin

    Hey @DotSpecialist - same deal, we refund everything back as well. In situations where it is only a partial refund, we'd refund the portion of the fee which corresponds to the amount being refunded.

  • KipKip Member Posts: 1

    Sales-->Payments (ok)
    Then what ? I don't see a list of payments? I see a menu for invoice, recurring invoices and checkouts. No list of payments. No where I can issue a refund. If I issue a refund, where do I see or communicate an updated invoice?

  • Zoe_caffZoe_caff Administrator Posts: 332 admin

    Hey @Kip. The instructions to navigate to Sales > Payments > select the payment > Refund, only applies to invoices that have been paid online through Wave. Has your invoice been paid online? If it has not been paid online and you need to record a refund on an invoice you can categorize your expense transaction as Refund sent for an invoice in Wave.

    I hope this helps!

  • JDzignerJDzigner Member Posts: 4

    I want to issue a refund for an invoice paid online through my WAVE + Stripe integration but SALES > PAYMENTS doesn't exist on my account. Please advise.

  • CharlotteCharlotte Member Posts: 695 admin

    Hi again @JDzigner ! Because your payments are run through Stripe, you'll need to access Sales > Credit Card Payments, where you can click through to your Stripe dashboard and issue your refunds. You can find more on this here in Stripe's Help Center.

  • PatCPatC Member Posts: 2

    I don't have an bank account linked to this particular Wave account. I neglected to turn off Online Payments and 3 invoices paid. How can I refund these payments?

  • JordanFromWaveJordanFromWave Administrator Posts: 230 admin

    @PatC I just took a look into your account and see that you have multiple businesses. I also saw that you're already connected with a Support Specialist through email! I'm super confident that the two of you can get to the bottom of this so I'll leave you guys to work it out there. You're in great hands! :)

    edited July 4, 2019
  • SarahcSarahc Member Posts: 7

    My Sales menu doesn't have a payments option. What do I do now

  • MyronMyron Administrator Posts: 47 admin

    Hi @Sarahc, this article is for refunding payments that were paid through Payments by Wave. If you do not see the "Payments" or "Credit Card Payments" option under Sales, then it means that Payments by Wave is currently not available for your business location and/or currency. To account for a refund for a payment received outside of Payments by Wave, you will want to categorize the withdrawal transaction for the refund under Accounting > Transactions as a "Payment Sent for an Invoice in Wave" > Select the Invoice to apply the refund against.

  • SarahcSarahc Member Posts: 7

    Hi Myron, thanks so much I'll try this ASAP

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