Refund a customer
Refund a customer's payment, in full or in part, from your Stripe, and check how it shows in the app. Steps and things worth knowing.
Updated
Sometimes you need to give a payment back: the customer cancelled, there was a mistake, or you decided to make a gesture. Payments were charged through your Stripe, so the refund comes from there too.
Your business's refund policy is your decision. Write it in "My first day" so NEO explains it the way you do. NeuroAI doesn't change your rules with your customers.
Make a refund
- Click Payments › Transactions.
- Find the payment by the customer's name or the date.
- Open it and click Refund.
- Choose full or partial. For partial, enter the amount to give back.
- Confirm.
If your account doesn't show the button, you can make the same refund from your Stripe dashboard: find the payment and use the refund option.
What happens next
- The customer gets the money on their card. Each bank takes a few days to show it; that depends on the bank, not on us.
- In the app, the payment shows as refunded and the invoice updates.
- Fees Stripe already charged may not be returned: check your Stripe account's terms.
Good practice
- Tell the customer with a short message: how much you're returning and in how many days they'll see it.
- Note the reason on the customer's profile. See Tasks and notes.
- If the customer paid a recurring invoice, also cancel anything still active.
If something goes wrong
- You can't find the payment: it may have been made with another account. See A payment isn't showing in the app.
- The refund fails: Stripe shows the reason; it's usually a very old payment or an account without enough balance.
Write to us at support@neuroaistudio.com.