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How do I process a refund?

This guide explains how to issue full or partial refunds for completed payments directly through Thrive4

Note: For an invoice to qualify for an online refund the invoice must be reconciled with an online payment, meaning the full payment has been received and paid out by a payment provider to your account.

An online refund means the refund request is submitted to the payment provider through Thrive4. This option is only available if the payment was made via GoCardless or PayPal.

Refunds processed via London & Zurich are not currently supported. However, you can still record these as offline refunds to ensure your records remain accurate and up to date.

 

Steps:

  • Navigate to Sales admin > Invoices
  • Select the ‘Reconciled’ tab
  • Locate the invoice you want to refund
    • You can use the search tool at the top to search for names, invoice number or amount
  • Click on the three dots on the right-hand side of the invoice
  • Click ‘Refund’ > ‘Refund payment’
  • Enter the amount you’d like to refund
  • Click ‘Confirm’ to process the refund

If you choose to issue a partial online refund, please note that you will not be able to issue an additional refund on the remaining amount.

 

How long do refunds take?

Refunds via PayPal generally process within 3-4 working days but can take up to a month in some instances depending on the card provider – this is more common for credit cards.

GoCardless refunds are subject to the same settlement times as the payment, so will be received by the payee in 5-6 working days.

Important: When issuing an online refund, please be aware that the original transaction fees - including platform and payment provider fees - will not be reimbursed.

GoCardless also charge an additional fee of 50p per refund.

If you're having trouble processing any refunds, please read our troubleshooting guide here.

 

Applying credits

As an alternative to refunds, you can also raise a credit note against a reconciled invoice, which will be taken off their next payment. For more information on raising credit notes, click here.