ℹ️ Sometimes you may need to just refund the client their payment.
❗This action is not linked to product returns or service credits.
Click to learn about Product Returns and Service Credits
When would you need to refund a client their payment?
There are limited cases for which you will need to use the Refund option on the payment
a client has paid you via the wrong payment method
possibly using the wrong credit card OR
paid via card instead of cash
a client has paid their bill fully, and later
the pet insurance company has reimbursed you for the sale
another client also needs to make payment for legal reasons
a client has overpaid and requests that the excess be refunded
How to Refund a payment
To issue a refund for a payment, you can do so from the Payment area in Billing or directly from the Payment report by using the Refund icon.
🚩 Choosing to Refund from the Payment section of a sale will limit your refund to the amount allocated to that sale.
Click on the Refund icon to start the process
In the example above only a portion ($8.53) will be refunded.
🚩 Use the Payment report to refund the full payment.
Click on the Refund icon to start the refund process
In the example above the entire payment amount ($157.85) will be refunded.
When completing the process, you must select fill in the following fields:
Amount
Date
Refund type
Description (optional) > can be used to record the reason for the refund
You also have the option the provide the client with a Refund receipt by clicking on Save & Preview Receipt.
Once the refund is completed, it will appear on the payment report on the selected refund date.
How does a Refund affect the sale
A refund will update the Amount Paid and Amount Due amount on the sale/s. This means that the total amount paid, and the amount still owed on the sale will be adjusted accordingly.
Let's look at an example better to understand the how the refund affects these amounts.
Sale amounts before the refund
Sale amounts after the refund of $20
Other important information
📌 The initial payment method will be automatically selected for refunds (so if you charged via card, the refund will automatically be marked as 'card').
📌 If the initial payment was made at the terminal after you issued the refund in Digitail, the client needs to tap the card on the terminal, and the money will be refunded automatically.
📌 The refunds issued on online payments via Vetpay or DSP will happen automatically.
📌 For all the other payment types, you still need to transfer/refund the money to the client manually.