--- title: Why can't I issue refunds? description: If you are trying to issue refunds to your customers through Thrive4 and are experiencing issues, you can try following our troubleshooting guidance --- [Skip to content](https://help.thrive4.com/why-cant-i-issue-a-refund#main-content) [![Thrive4\_Logo](https://help.thrive4.com/hs-fs/hubfs/Thrive4_Logo.png?width=151&height=60&name=Thrive4_Logo.png)](https://help.thrive4.com/?hsLang=en) - [Submit a ticket](https://help.thrive4.com/submit-ticket) - Log in to your account Show submenu for Log in to your account - [Club.Thrive4](https://club.thrive4.com/) - [Thrive4 MemberHub](https://member.thrive4.com/#/app/joinin/login) Open main navigation Close main navigation - [Submit a ticket](https://help.thrive4.com/submit-ticket) - Log in to your account Show submenu for Log in to your account - [Club.Thrive4](https://club.thrive4.com/) - [Thrive4 MemberHub](https://member.thrive4.com/#/app/joinin/login) How can we help? - There are no suggestions because the search field is empty. 1. [Thrive4 Help Centre](https://help.thrive4.com/?hsLang=en) 2. [Troubleshooting](https://help.thrive4.com/troubleshooting?hsLang=en) 3. [Payments](https://help.thrive4.com/troubleshooting?hsLang=en#payments) # Why can't I issue refunds? ## If you are trying to issue refunds to your customers via the system directly and are experiencing issues, you can try following our troubleshooting guidance below Only once an invoiced is reconciled can it be refunded. If the invoice is not reconciled, and the payment is pending, it cannot be refunded as no money has yet been settled. Note: GoCardless recommend allowing 7 days from the payment being charged before processing a refund. To find out more, read the GoCardless refund safety Information here.   ### GoCardless **Note:** GoCardless recommend allowing 7 days from the payment being charged before processing a refund. **Enabling refunds** The ability to process refunds via GoCardless is enabled on a case-by-case basis and subject to requirements. If you’re unsure on your account’s refund status, contact the GoCardless support team. **Account balance** GoCardless only allows you to refund up to the amount that you currently have available. You can check your available refund amount within **Settings \> Company info** in the GoCardless portal. For more information on GoCardless balances, read their help article [here](https://support.gocardless.com/hc/en-gb/articles/115002830265-Negative-account-balances). **Change of details** If you’ve recently changed the bank details linked to your GoCardless account, this will prevent you from directly refunding payments paid out to the old account. In this situation, we advise contacting the GoCardless support team directly.   ### London & Zurich Refunding through London & Zurich is not currently supported. You can however [raise a credit note](https://help.thrive4.com/how-do-i-raise-credit-notes?hsLang=en) against an invoice or [mark an offline refund](https://help.thrive4.com/how-do-i-record-an-offline-refund?hsLang=en).   ### PayPal PayPal can only process refunds within 60 days of the invoice reconciling. If you have a refund to make that is older than 60 days, we suggest raising a credit note instead. - [FAQs](https://help.thrive4.com/faqs?hsLang=en) - [Member guides](https://help.thrive4.com/member-guides?hsLang=en#main-content) - [Account details](https://help.thrive4.com/member-guides?hsLang=en#account-details) - [Payments](https://help.thrive4.com/member-guides?hsLang=en#payments) - [Troubleshooting](https://help.thrive4.com/member-guides?hsLang=en#troubleshooting) - [Dashboard](https://help.thrive4.com/dashboard?hsLang=en) - [Growth tools](https://help.thrive4.com/growth-tools?hsLang=en) - [Contact management](https://help.thrive4.com/contact-management?hsLang=en#main-content) - [Contacts](https://help.thrive4.com/contact-management?hsLang=en#contacts) - [Groups and Roles](https://help.thrive4.com/contact-management?hsLang=en#groups-and-roles) - [Gymnastics insurance](https://help.thrive4.com/contact-management?hsLang=en#gymnastics-insurance) - [Timetable](https://help.thrive4.com/timetable?hsLang=en) - [Teams](https://help.thrive4.com/teams?hsLang=en#main-content) - [Squad management](https://help.thrive4.com/teams?hsLang=en#squad-management) - [Season management](https://help.thrive4.com/teams?hsLang=en#season-management) - [Player management](https://help.thrive4.com/teams?hsLang=en#player-management) - [Sales admin](https://help.thrive4.com/sales-admin?hsLang=en#main-content) - [FAQs](https://help.thrive4.com/sales-admin?hsLang=en#faqs) - [Orders](https://help.thrive4.com/sales-admin?hsLang=en#orders) - [Invoices](https://help.thrive4.com/sales-admin?hsLang=en#invoices) - [Payments](https://help.thrive4.com/sales-admin?hsLang=en#payments) - [Reporting](https://help.thrive4.com/reporting?hsLang=en#main-content) - [Financial](https://help.thrive4.com/reporting?hsLang=en#financial) - [Operational](https://help.thrive4.com/reporting?hsLang=en#operational) - [Communication](https://help.thrive4.com/reporting?hsLang=en#communication) - [Product management](https://help.thrive4.com/product-management?hsLang=en#main-content) - [Adding a new product](https://help.thrive4.com/product-management?hsLang=en#adding-a-new-product) - [Billing](https://help.thrive4.com/product-management?hsLang=en#billing) - [Product settings](https://help.thrive4.com/product-management?hsLang=en#product-settings) - [Schedules](https://help.thrive4.com/product-management?hsLang=en#schedules) - [Discounts](https://help.thrive4.com/product-management?hsLang=en#discounts) - [Communication](https://help.thrive4.com/communication?hsLang=en#main-content) - [Email](https://help.thrive4.com/communication?hsLang=en#email) - [SMS](https://help.thrive4.com/communication?hsLang=en#sms) - [Notifications](https://help.thrive4.com/communication?hsLang=en#notifications) - [Organisation setup](https://help.thrive4.com/organisation-setup?hsLang=en#main-content) - [Financial](https://help.thrive4.com/organisation-setup?hsLang=en#financial) - [Data collection](https://help.thrive4.com/organisation-setup?hsLang=en#data-collection) - [Development programme](https://help.thrive4.com/organisation-setup?hsLang=en#development-programme) - [Your shop](https://help.thrive4.com/your-shop?hsLang=en) - [Troubleshooting](https://help.thrive4.com/troubleshooting?hsLang=en#main-content) - [Products](https://help.thrive4.com/troubleshooting?hsLang=en#products) - [Payments](https://help.thrive4.com/troubleshooting?hsLang=en#payments) - [Submit a ticket](https://help.thrive4.com/submit-a-ticket?hsLang=en) - [Video Guides](https://help.thrive4.com/video-guides?hsLang=en) [![Thrive4-new\_black\_logo\_RGB](https://help.thrive4.com/hs-fs/hubfs/Thrive4-new_black_logo_RGB.png?width=184&height=74&name=Thrive4-new_black_logo_RGB.png "Thrive4-new_black_logo_RGB")](https://www.thrive4.com) Copyright © 2025, Pay Here Limited trading as Thrive4