How do I issue a refund?

SystemSystem Posts: 263 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.


Read the full story here

edited February 11, 2019 in Help Center Discussion


  • Lisa_AshbyLisa_Ashby Member Posts: 7


    edited February 11, 2019
  • basek_aubasek_au Member Posts: 3

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

  • AlexLAlexL Administrator Posts: 824 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
  • AlexLAlexL Administrator Posts: 824 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: 2

    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?

  • ZoeCZoeC Administrator Posts: 389 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?

  • JordanDJordanD Administrator, Moderator Posts: 316 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: 143 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

  • ZeezeeZeezee Member Posts: 2

    I issued an invoice to a customer which included an item no longer required. I have sent them a refund for this item. How do I revise the invoice to reflect this money is no longer owing, and how do I record the refund? PLEASE HELP!!!! :)

  • BarsinABarsinA Administrator Posts: 355 admin

    Hey there @Zeezee

    I've merged your conversation into this thread about issuing a refund on an invoice. I think you might be able to get some good insight into what you're looking to achieve here!

    Follow the steps in this article here to account for the overdue invoice that is still showing up as such!

  • Ak_L1ghtingAk_L1ghting Member Posts: 1
    Good day, how do I make a partial refund to a client who paid eg so not the whole amount that was invoiced? Only a small amount needs to return to them.
  • BarsinABarsinA Administrator Posts: 355 admin

    Hey there @Ak_L1ghting

    If your client has made a payment through credit card or ACH bank payment, when you go to Sales > Payments > Select the payment in question > You will be able to edit the amount that you would like to refund even though it may default to the full amount!

    If you're not using payments by Wave, just create an expense transaction and manually categorize it as a refund for an invoice, then select the invoice in question.

  • ac6567ac6567 Member Posts: 1

    When following these instructions, I have no option for issuing a refund. Please assist.

  • AlexLAlexL Administrator Posts: 824 admin

    Hey @ac6567 ! Can you send me a direct message letting me know the invoice # and amount so I can take a further look as to why you're unable to refund?

  • melissaboufounosmelissaboufounos Member Posts: 2
    I have a client I would like to partially refund. Payment was over 90 days ago. Is this possible?
  • AlexLAlexL Administrator Posts: 824 admin

    Hi @melissaboufounos . Shoot me a DM with further info about the invoice (# and how much you want to refund) and I can take a look at doing this for you.

  • JamesSJamesS Member Posts: 1

    Hi Admins,

    I issued a refund on an invoice that was paid via credit card through Wave. I wrote off the balance on the invoice but since my wave account is connected to a bank account, the refund also shows up as a preauthorized debit. All my accounts are balanced but the payments-by-wave account now shows negative. I am unable to merge the transactions since they are from two different accounts. What should I do to bring it back to zero?

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