HOW TO: OFFSET PENDING, WAITING, OR YET-TO-BE CREATED INVOICES
This applies for situations where the invoice is still in Pending or Waiting state, or if the invoice has not been created yet because the end-customer's open balance has not hit the trigger value configured in Settings.
Please create a negative fee of the amount you would like to refund the customer, before you cancel the invoice. This will offset any open balances on the end-customer's account.
Create a negative fee:
IMPORTANT: If you add a fee to refund your invoice, make sure to choose the same Location as the invoice so the balance will be applied with the right dependencies.
Type in the same negative amount of money and press create.
HOW TO: REFUND AN ALREADY CHARGED INVOICE
When the customer has already been charged (i.e. the amount has been taken from their bank account, we would need to return the money back to the customer by sending the request through your payment provider.
To start the refund process, please do the same process from above, of creating a negative first.
After that, we can cancel the already Paid invoice under Invoices on the Customer's profile page on the backend.
Cancel Invoice (Customer Details-Invoices):
After canceling the already charged invoice, it will be automatically moved to the "Credit Notes" Section. There you have the possibility to refund this customer. This is where we send the command to return the money back to the end-customer's bank details, through your payment provider.
After you refund the invoice you can decide whether your customer should be notified about that or not. The following process of an actual refund will be handled through our payment provider (Stripe)
See the video here for how to perform this refund cancellation:
IMPORTANT: To prevent the cancelled invoice from getting re-processed, you will have to create a negative fee adjustment for the amount of the cancelled invoice, as noted above.
If this wasn't done first, then another invoice for the same amount will be created. If this happens you can mark the new invoice as Paid to prevent the card from being charged again.