Refund or Credit a Customer
This capability covers giving money back or crediting a customer. A completed payment can be refunded in full or in part. Several partial refunds are allowed as long as the total of the non-failed refunds does not exceed the amount that was captured. A refund that was already paid to the customer outside ServiceVisit can be recorded against the payment as a manual refund.
On an invoice, the Refund button beside a payment in Payment History opens the Issue Refund form. You can also issue a credit against a specific invoice (the Issue Credit panel), or a credit on a customer's account that names no invoice. A customer's existing credit balance can later be applied toward an open invoice with the Apply Customer Credit panel. Only refundable credit can be paid back out of the balance, and a request above that amount is refused.
Use these actions after a payment has been taken, when the sale turns out to be worth less or the customer is owed money back.
When a service plan has ended, its unused paid value can also be refunded. ServiceVisit works the value out per unused visit and returns each part the way it was paid. A card payment inside your refund window goes back to the card. Cash, a cheque, or a card payment past that window is paid back by you directly, and you record how and when. Anything the customer paid with account credit goes back to account credit. Sales tax on the returned value is reversed with it.
The customer cannot ask for this from their portal: the provider starts it, and the customer is told once money has actually moved.