Summary
An incorrect credit card was used to pay an invoice. The customer is requesting a refund.
Key Points
There are four (4) steps involved in this process.
Refund the original CC charge via Stripe - applies only to those using Settings > CC Payments (Stripe).
Create a Refund on the customer account in Fieldwork
Remove payment(s) applied to the invoice
Process the new credit card
Refund the original CC charge via Stripe - applies only to those using Settings - CC Payments (Stripe)
For those using Settings > CC Payments (Stripe Unified), proceed to Create a Refund on the customer account in Fieldwork.
Access your Stripe account and process the refund manually. Then proceed to Create a refund on the customer account in Fieldwork.
Create a refund on the customer account in Fieldwork
Go to the Customer Account > Payment Tab (make note of the current Open Balance, Unapplied Payments, and Balance, as these will change throughout this process).
Find the payment made with the incorrect credit card; that transaction is 1019 in our example.
Click the drop-down arrow to the right of the Edit Button, and select REFUND.
In the Refund window, verify that the amount charged to the incorrect credit card matches. If necessary, add a note describing the purpose of this refund.
Click Save & Apply to complete the refund.
You will notice that the Open Balance in our example remains unchanged. However, the unapplied balance has increased by the amount of the original credit card charge, as has the Balance Due. We will correct this in the following steps.
Remove Payment Applied to Invoice
Now that we've created the refund. We must remove the original credit card payment from the applied invoice.
Locate the original credit card payment 1019 on the Payment tab. This time, select Edit.
In the section INVOICES PAID WITH THIS PAYMENT: Delete the $$$ amount in the Amount. When completed, it should have $0.00
Click Save & Apply to complete.
You will notice the Open Invoice, Unapplied Payments, and Balance are now correct.
Process the new credit card.
The final set is to process the new payment.