Refunding a Customer Payment

Description

This page explains how to refund a customer's payment that was not made through TrashBilling. This includes payments made with cash, checks, other merchant services, etc. If you need to reverse a TrashBilling payment seeReverse a TrashBilling Payment .

Before You Begin

Any Trash Flow license with Billing will allow you to record a refund. If you are refunding the customer via check it's best to write the check out first, or at least know which check number you will use.

Context

Most companies will inevitably have to reverse a payment sooner or later. A customer may Customers move away, cancel service after a payment was processed, dispute services, etc. The steps listed below explain how to record a refund, but if you are ever in doubt of what to do or need assistance, please call Tech Support at 800-708-8642.

Steps To Follow

  1. If you're issuing a refund by check, make sure to either write the check first or note the check number you'll use so the refund can be properly recorded. .
  2. Open the account of the customer receiving the refund.
  3. If you are refunding the customer via check it's best to write the check out first, or at least know which check number you will use.
  4. Open the account of the customer who needs money refunded.
  5. If you are refunding the customer via check it's best to write the check out first, or at least know which check number you will use.
  6. Open the account of the customer who needs money refunded.
  7. Navigate to the History tab and click the payment to highlight it.
  8. Right-click and click Reverse Payment.
  9. Trash Flow will ask if you want to enter the check number you're using for the refund. If you have the check number, fill in this field and click OK.
  10. The reversal appears in the customer history. Because it acts as a negative payment, this reversal will increase their balance.

To resolve that higher balance, issue a matching Issuing a Credit to the customer's account, leading to a net 0 change. This means if you refund them $97, then you would also add a credit of $97.

See Also

Ending a Customer's Service