Refund a paid invoice

Refund an invoice your client paid online, and the money goes back to them through your firm's Stripe account. Admins and Managers can refund.

1. 1

   Find the paid invoice

   In Payments, find the invoice. See Find, view and download invoices.

2. 2

   Choose Refund

   Choose Refund, the back-arrow icon, in its row. It shows only on a paid invoice that hasn't been refunded.

3. 3

   Pick a reason

   In Refund Reason, choose Duplicate charge, Fraudulent charge or Requested by customer, then Submit. "Refunded" shows, or "Refund pending" if Stripe holds it.

   If you marked the invoice paid yourself, after a cash or check payment say, the window says "This invoice was paid by hand, so nothing is sent to Stripe." No money moves: the refund is only recorded, so give the money back yourself.

What happens next

• The money comes out of your Stripe balance and goes back to the card or account your client paid with. The 40¢ CaseActive fee comes back to you, but Stripe keeps its processing fee.
• The invoice's status reads Refund pending while Stripe works on it, then Refunded.
• Your client gets an email, or a text if you have only their phone number, saying the invoice was refunded and how much. The money reaches them in 5 to 10 business days. Their Invoices list shows it as Refunded.

If something goes wrong

• There's no Refund button. The invoice isn't paid yet, or it's already been refunded.
• The status reads Refund failed. Stripe couldn't make it, usually because your Stripe balance was too low. An Admin can check the balance with Dashboard under Payment Settings. Once it covers the refund, choose Refund again.