Sometimes you need to refund full or partial payments to customers. Refunds can be issued whether your customers pay by cash, check or credit card.

In this article, you'll learn how to create refunds.

Before You Start

Here are some things to know before you begin this process.

• You must have Manager, Admin or Owner level permission to create refunds
• You must have at least one Bank or Other Current Assets account in your Chart of Accounts settings before creating refunds
• You will need to know the paid invoice number if you will be refunding a payment
• If you prefer to give your customer credit, instead of a refund, here's how to create a credit memo

Add Account

Before creating a refund, you must have at least one Bank or Other Current Assets account from which to generate the refund.

To add an account, follow these steps:

1. Click your username in the ServiceCore header
2. Click Settings from the list of options that appear
   
3. Click the Accounting tab
4. Click the Chart of Accounts tab
5. Click Add Account
   
6. A lightbox will appear
7. Enter an account name in the Name field
8. Choose Bank or Other Current Assets as the Account Type
9. Enter a code for this account in the Code field
10. Once you're finished, click Add New Income Account

That's it! You're now ready to create refunds.

How Refunds Work

Here are a few things to keep in mind about how refunds work in ServiceCore.

• Refunds against payments will be issued in the same method as the original payment method
• Refunds can be issued for the full or partial amount of payments
• Refunds for more than the original payment amount are not allowed

Authorize.net and Clover Connect Refunds

If you process credit cards through ServiceCore using Authorize.net or Clover Connect, please keep these things in mind:

• Credit card payments processed through ServiceCore using Authorize.net or Clover Connect will be refunded to the original card
• Refunds can take several days to appear on your customers' credit card statements
• Credit cards payments must finish processing before a refund can be issued
• Before the refund can be completed, you must confirm the customer card by entering in the last four digits of the card and the expiration date when prompted on the Create Refund form (see steps below)
  

Create Refund for a Payment

Show Me How

For step-by-step, in-app help creating a refund for a payment, follow these steps:

1. Login to your ServiceCore account
2. Then, click on this link: Create Refund

Tell Me How

To create a refund for a payment, follow these steps:

1. Navigate to Accounting
2. In the search box, type in all or part of the invoice number
3. Hit Enter on your keyboard, or click the Search (magnifying glass) icon
4. Locate the paid invoice in the list of invoices that appear in the table below
5. Click the Invoice number
6. On the invoice details page, scroll down to view the Payments section
7. Locate the payment you want to refund
8. Click the down arrow next to View
9. Click Create Refund from the list of options that appear
   
10. On the Create Refund page, enter in the refund details at the top of the page
11. In the Refund payment method section, choose an account from the Account dropdown list
    
12. Enter in the Services you'd like to appear on the refund receipt -OR-
13. Click on the invoice(s) button to apply the services on the invoice to the refund. If there are services you wish to not refund, you can manually delete them.
14. Make sure that the amount of the refund is less than or equal to the original payment amount
15. Continue filling out the rest of the form
16. Once you're finished, if you don't want to email or print a refund receipt, click View Refund to view the refund details page
17. If your next step is to void the payment, you can click Void Payment. (Note: The void payment button only appears if the refund amount = the payment amount.)
18. Click Email Refund if you would like to send the customer a refund receipt by email
19. To download and print the refund receipt instead, click Print Refund
20. If you are refunding to a credit card that was processed through Authorize.net or Clover Connect, you may see a popup asking you to Confirm customer card
21. If you see this popup, type in the last four digits of the credit card into the Card last four field
22. Choose the card's expiration month and year in the Expires section
23. Once you're finished, click Submit
    
24. If you chose to send the refund receipt by email, a lightbox will appear confirming you want to send the refund receipt by email
25. Click Send Email
    
26. You will then see the refund details page which provides detailed information about this refund

Create Refund Without a Payment

You can also create stand alone refunds, that are not refunding a specific payment.

To do this, follow these steps:

1. Click the (+) icon in the ServiceCore header
2. Click Create Refund from the list of options that appear
   
3. Start typing in the Customer field to see a list of customers
4. Select the appropriate customer from the list of customers that appear
5. Fill out the information at the top of the form
6. In the Refund payment method section, choose an account from the Account dropdown list
   
7. Enter in the Services you'd like to appear on the refund receipt
8. Continue filling out the rest of the form
9. Once you're finished, if you don't want to email or print a refund receipt, click View Refund to view the refund details page
10. Click Email Refund if you would like to send the customer a refund receipt by email. 
11. To download and print the refund receipt, click Print Refund

View Refunds

Once you're finished creating a refund, you may want to view a list of all your refunds. Refunds are available from two locations.

1. The Refunds tab in Accounting
2. The Refunds tab under the Accounting tab for each individual customer