This article covers the CRM → Refunds page — what it shows and how to add a manual refund record. For step-by-step instructions on refunding a credit card or voiding a payment, see CRM - Refunding Credit Cards and ACH Payments.
What the Refunds Page Shows
Navigate to CRM → Refunds to view all refund records. Records appear here after a refund is completed — either through the Void or Refund action in CRM → Payments, or after a manual refund record is added directly on this page.
Use the search bar to find records by customer name. Use the filter icon to filter by date or amount.
What the Payments Page Shows
CRM → Payments → Void or Refund
Which Refund Method to Use
Method | Best For |
CRM → Payments → Void or Refund | Credit card refunds and same-day voids. The Pay Modal opens automatically to the original payment method — no manual entry needed. |
CRM → Refunds → Add New | ACH refunds, or any situation where Void/Refund is not available on the payment record. |
Adding a Manual Refund Record (ACH and Other)
Before adding a manual refund, you must unsettle the original payment:
Navigate to CRM → Payments and find the payment to be refunded.
Click Edit on the payment.
Uncheck ALL boxes to the left of the invoices the payment is settled to.
Click Save.
Then create the refund record:
Navigate to CRM → Refunds and click Add New.
Enter the Customer Name, Date, and Refund Amount.
Enter a Reference noting the original payment for audit purposes.
Select the original Payment/Credit Memo in the settlement section below. It will only appear if you unsettled it in the steps above. If the refund is not settled to a payment, the customer's account will show an outstanding balance.
Choose the Payment Type for the refund: Cash, Credit Card, Check, ACH, or a Saved Payment Method.
Click Save.