Before you start
A payment is never deleted. A refund or a mistake is recorded, and the invoice shows that amount as owed again. A Direct Debit payment can only be refunded once GoCardless has confirmed it.
Cash, cheque, bank transfer or other
- Give the money back first.
- Open the invoice and choose Mark … refunded next to the payment.
- Choose Mark refunded. This can't be undone here.
Direct Debit
Owners open the invoice and choose Refund next to the payment, check the amount, and confirm. The money goes back through GoCardless. GoCardless lets you refund from 7 days after the payment, and must have refunds switched on for your account.
Card
Refund card payments in your Stripe dashboard. The refund then shows on the invoice here by itself, and you're told.
What happens next
The invoice shows the refunded amount as owed again. The customer isn't emailed by us about a refund, so tell them it's on its way.
If something goes wrong
- “Only a payment GoCardless has confirmed can be refunded.”: wait until it shows as paid.
- “You can refund up to £… of this payment.”: enter a smaller amount.
- “Refunds aren't switched on for your GoCardless account yet.”: contact GoCardless, or refund the customer another way and mark it refunded.
Who can do this
Marking a payment refunded: the owner and managers with Money. Direct Debit refunds: the owner only.
Still stuck? Send us a message.