Trying to reflect a refund

Adrian Hee shared this problem 4 months ago
Not a Problem

We have cancellations and have issue refunds but now need to reflect on IO. Have read the knowledge base but no clear answer. We've tried adding payment type called "Refund" and enter the amount as negative on the payment. It doesn't recognize the negative number and adds it to the total owed. How can we reflect a refund to a contract? Thanks.

Comments (3)

photo
1

It works properly. When you had the payment on the lead, it reduced the balance due by subtracting from the total. Adding the refund was done correctly by adding a negative payment. This negative payment reversed the affect of the original payment, setting the balance back to the entire total of the lead. If you want to show that the customer doesn't own any money, you would have to zero the total due on the lead. Are you trying to send something to the customer to show it's refunded? If so, I can recommend options. Thanks.

photo
1

We have a closely related issue. We use the add payment option with a negative number entry which correctly adjusts the balance owed/paid after the refund but the action isn't reflected on the invoice/contract page. My customers need a final invoice that shows post-event changes like refunds. I can't seem to get the refund payment to show on the invoice.

photo
1

Ken, Yes, unfortunately, on the contract it lumps all "payments" including refunds together on the contract. You could edit the contract on the "snapshot" and list this separately and save it and send it to the customer.