1st Step: Cancel the invoice.
In the billing tab of the customer account, click on the invoice to be refunded.
To see the details of each invoice, click on the small arrow on the left of the invoice line.
Click on 'See the Invoice'.
Click on 'Cancel'. Note: Canceling an upcoming invoice ensures the member will not be charged. Verify that the invoice shows as canceled.
2nd Step: Refund.
Choose a refund method:
Direct refund for all online payment methods
Refund on credit balance (they can use it to buy a new product)
Manual refund for all manual payment methods
Note: The credit balance can also be applied to settle a reissued invoice with corrected details.
Direct refund returns the amount to the original payment method.
Manual refund should be used when the payment was not made online.
If no payment was made due to insufficient funds, no refund is necessary.
Partial invoice cancellations are not possible; refund the full amount to the member’s internal account and adjust the balance manually.
For invoices with consumed credits, refund the full amount to the member’s account and adjust the balance manually for partial refunds.
For duplicate invoices, select a recording method (e.g., internal account or manual adjustment) to balance records without issuing a real refund.
Choose your refund method and then click on 'Refund'. Note: Canceling an invoice does not automatically trigger a refund. You must explicitly select a refund method.
Once the refund made, you should see the following screen:
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