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:
- Unallocate the Payment, so it is not allocated to an Invoice
- Click "Create Refund" to start the refund process.
Step 2
- Ensure "Amount" to refund is correct.
- Add Details about the refund if needed.
- Toggled "Refund to Card" ON.
- Click "Create Refund."
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."
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.
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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