Refund an invoice
Reverse a payment or void an invoice. Refunds are gated to owners and admins; the original payment is preserved and a reversal record is created.
Before you start
- The invoice has at least one recorded payment, or you are voiding an unpaid invoice.
Who can do this
Owners and admins only.
Why: Refunds affect revenue records and external systems (QuickBooks, Stripe, Clover). They are gated to a small group to maintain an audit trail.
Step by step
- 1
Open the invoice and click ‘Refund’ (for paid invoices) or ‘Void’ (for unpaid).
- 2
Choose which payment to refund if there are multiple. Enter a reason — the reason appears on the payment record and the QBO sync.
- 3
Submit. A reversal payment record is created; the invoice moves to ‘refunded’. For card-processor refunds, the provider (Stripe or Clover) is called automatically.
If something isn’t working
Tap a question to see the likely cause and the fix.
Refund succeeded but QuickBooks still shows the original.
Why: QBO sync runs hourly.
Fix: Wait for the next sync, or trigger a manual sync.
The clinician was already paid for this session.
Why: A refund does not automatically reverse payroll. You’ll need a manual payroll adjustment.
Fix: See ‘Why isn’t this appointment on payroll?’ and coordinate with HR.