How To Issue A Refund

Time To Pet has built-in support for recording and issuing refunds for your clients' payments. A refund can be issued from the Edit Payment screen.

IMPORTANT: ACH payments made via Time To Pet Payments cannot be refunded after 90 days. Credit and Debit card refunds made after 90 days don't have any hard limitations, but after the 90-day mark, there is a higher likelihood that the refund will fail.

IMPORTANT: It's only possible to issue one refund per payment. This means if a partial refund is issued, a second refund against that same payment is not possible. If a second partial refund is needed, it will need to be issued outside of Time To Pet following these steps: Logging A Refund Issued Outside Of Time To Pet.

Step One: Locate The Payment

There are two places you can find the payment you need to refund.

From The Client's Balance Sheet

To refund a payment from the client's balance sheet, first, open up the balance sheet by clicking "view" next to the client's balance just below their name in their profile.

client profile with red arrow pointing to view balance sheet button below client name

Note: You may need to change the "Status" filter to show "All Items" to find the payment you're looking for. You can also adjust the "Type" filter to show only "Payments" to help narrow down the results.

cleint balance sheet with red box arounf status and type filters

You can then click "Edit" on the payment you would like to refund.

client balance sheet with red arrow pointing to edit button on payment

From The Edit Invoice Screen

To refund a payment from an invoice that a payment is applied to, open the Edit Invoice screen. Scroll all the way down to the "Payments" section, and click "Edit" next to the payment you would like to refund:

edit invoice screen with red arrow pointing to edit button next to payment

Step Two: Refund The Payment

Now that we have the Edit Payment screen open, we can process the refund. To start, click the "Refund Payment" button on the right side of the screen and above where it shows "Amount Applied" and "Amount Remaining":

edit payment screen with red arrow pointing to refund payment button

If this payment was charged via your Time To Pet-integrated payment processor, the next screen will explain that once issued, the refund will be sent to the client's original method of payment.

If this payment you are refunding was a manual payment added to Time To Pet, the screen will explain that no money is actually being sent. In this case, you can also choose the date of the refund.

From here, enter the amount to refund, the date (if this was a manual payment) of the refund, and the reason for the refund. Then click the "Refund Payment" button to finalize.

Note: All credit card processing fees are only returned on full refunds. No credit card processing fees will be returned to you if you issue anything less than 100% of the original payment.

IMPORTANT: Once you have issued a refund, the process is final and cannot be undone. If a refund was mistakenly processed, however, you can re-charge the client. You can do this by either accepting payment outside of Time To Pet and adding a manual payment to their invoice or, if your company accepts credit cards utilizing one of our accepted payment processors, you can re-charge their card by navigating to the Quick Actions menu on their profile and choosing the "Charge Client" option.

Issuing A Partial Refund

IMPORTANT: Only one refund can be issued against any single payment.

To issue a partial refund, follow the steps above and on the "Refund Payment?" window, edit the amount of the refund before clicking "Refund Payment":

refund payment window with red arrow pointing to amount to refund field

A Special Note For Clients Connected To Quickbooks Online

If your Time To Pet account is linked to Quickbooks Online, a refund in Time To Pet will be synced to Quickbooks Online as a Refund Receipt. Refund Receipts in Quickbooks Online will not close out the open payment as they do in Time To Pet. Therefore, we have to create a new invoice in your Quickbooks Online account for the refund amount. This invoice will be applied to the refunded payment to close out the remaining balance.

This is not ideal, but it is the officially documented way to do so. This often catches people off guard when they see the additional invoice in Quickbooks Online rather than Time To Pet.

Here is the documentation on the process: https://community.intuit.com/articles/1236194-refunding-customers-for-overpayments#Ex_2_credit_card.

Logging A Refund Issued Outside Of Time To Pet

IMPORTANT: The following information relates to payments that were initially processed as a credit card or ACH payment using Time To Pet Payments powered by Stripe. For payments that were manually logged in Time To Pet, please refer to the above section for Refund The Payment.

If you are issuing a refund outside of Time To Pet for a payment made through Time To Pet (Time To Pet Payments powered by Stripe), you must edit the payment and deduct the amount you refunded from the "Amount Received" field, then save your changes.

First, Locate The Payment in the client’s balance sheet or on the invoice and click “Edit”. Then, deduct the refunded amount from the “Amount Received”:

edit payment screen with red box around amount received field

This will remove the amount of the refund from the client's account.

Receipts for Clients Using Time To Pet Payments Powered By Stripe

Clients using Time To Pet Payments powered by Stripe (using Stripe Connect) can view receipts of payment and refund transactions. There are two places you can locate a payment/refund receipt.

Please note that generated receipts expire after 30 days. Receipts with expired links will ask for the client's email address and resend the receipt to that address.

Follow the steps above to locate a payment's Edit Payment screen. Then, click on the "Receipt" button:

edit payment screen with red arrow pointing to receipt button

From The Time To Pet Payments Dashboard

Navigate to Invoicing > Payments > Payments tab. Use the date filters and search box to help locate the payment. When found, click on the "Details" tab to the right of the payment:

screenshot of payments tab of time to pet payments with a refund pulled up

This will load the Payment Details screen. Click on "Open Receipt":

screenshot of payment details screen with an arrow pointing at the open receipt link

This will load the Payment Receipt screen. You can screenshot this to send to your clients:

screenshot of refund receipt screen

Note: Issuing a refund or logging a refund made outside of Time To Pet will not change the amount charged on a client's invoice. You will need to update the invoice to reflect the refunded amount. We share more on those steps in our help article Best Practices For Issuing A Refund