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.
IN THIS ARTICLE
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.
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.
You can then click "Edit" on the payment you would like to refund.
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:
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 in the bottom left corner of your screen:
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 was manual payment added to Time To Pet that you are refunding outside of Time To Pet, the screen will explain that no money is actually being sent. You can also choose the date of the refund in this case.
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.
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":
Refunding WePay Payments More Than 60 Days Old
WePay refunds through Time To Pet can only be made for payments less than 60 days old. If you are trying to refund a WePay payment over 60 days old, you can contact WePay Support to see if they can issue the refund for you.
If WePay can refund the payment for you or if you refund the client by another method, you can then record the refund in Time To Pet by editing the payment and changing the "Amount Received" to reflect the amount that was refunded and adding a note about the refund. See A Special Note For Clients Refunding A Payment Outside Of Time To Pet for more detailed instructions.
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
If you are issuing a refund outside of Time To Pet for a payment made through Time To Pet (WePay or Time To Pet Payments), you must edit the payment and deduct the amount you refunded from the "Amount Received" field, then save your changes.
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.
From The Edit Payment Screen
Follow the steps above to locate a payment's Edit Payment screen. Then, click on the "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:
This will load the Payment Details screen. Click on "Open Receipt":
This will load the Payment Receipt screen. You can screenshot this to send to your clients: