Refund a Stripe Payment

Modified on Fri, 23 Sep, 2022 at 9:41 AM

Sometimes it is necessary to refund a client's payment, possibly because they canceled their service or had a problem with the service delivery. A Stripe refund is initiated in Pet Sitter Plus, then via Stripe integration, the refund is returned to the client's card and the refund is recorded in Pet Sitter Plus.

Tip: Instead of processing a refund, you can credit the client's account for future use as well.

To make a Stripe refund, ensure these criteria are met:
  • The Payment must be made via Stripe (it will say “Auto: Stripe.” If your client paid in any other way, see How do I Record a Cash or Check Refund?
  • You need unallocated funds equal to or greater than the refund amount.
  • If you do not have the necessary unallocated funds, then you must first: 
    • Unallocate the Payment, so it is not allocated to an Invoice
    • Void the invoice that the payment is allocated to.
    • Reduce the value of services on the order by the amount of the refund due.
    • Re-invoice the service order which will create the required unallocated amount on your payment.

Note: If the refund is returned by you via cash, check, Venmo, or other direct method, you need to record a manual refund.

How Do I Refund a Payment made via Stripe?

Navigation: Clients > Payments & Refunds > Unallocated Payments

Step 1

  • The "unallocated payments" list shows all funds available for refunding to a client.
Note: If you do not have the necessary unallocated funds, then you must first:
  • Click "Create Refund" to start the refund process.
Create a Refund on a Client's Account in Pet Sitting Software

Step 2

  • Ensure "Amount" to refund is correct.
  • Add Details about the refund if needed.
  • Toggled "Refund to Card" ON.
  • Click "Create Refund."
Refund a payment in your dog walker software

Step 3

  • The Stripe payment has now been refunded to the client's payment card on file.
  • The payment is marked "refunded" in the client's "Payments."
  • The refund will also be listed in the client's "Refunds."
Refund a payment in your dog daycare software

Note: If the client removed the card on file, the Refund will fail. Contact the client to add their card, or discuss other options for issuing the refund.

Step 4

  • The refund is documented in your Stripe dashboard under “Payments.”
  • The refund is associated with the original payment, use search to find the original payment.
Check your refunds in your Stripe dashboard with pet sitter software

Note: Payments made via "Pay with PayPal Standard" in the client portal cannot be refunded through Pet Sitter Plus. A refund must be initiated directly from your PayPal account then recorded in PSP. See Refunding All Other Payments.

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