Refund or Void an Invoice

A refund sends money back to the customer's card or bank. A void removes an invoice from billing history. They aren't the same thing: voiding a paid invoice doesn't return the money. Use Refund when the customer should get paid back.

Refund a payment

1. Open Billing > Transactions and click the payment to open Invoice Details.
2. Next to Reverse payment, click Refund.
3. Check balance before refunding shows your Stripe balance. Refunds come out of it first. Click Continue.
4. In Reverse payment, set the Amount. Enter less than the full payment for a partial refund.
5. Pick a Reason and add an optional Note (only your team sees it).
6. Click Confirm refund.

Refunds take 5 to 10 days to show on the customer's statement. Stripe doesn't return its fees on the original payment.

Void an invoice

1. Open the invoice in Invoice Details.
2. Click Void (unpaid invoice) or Void Payment (paid invoice).
3. Read the warning in Void invoice? or Void payment?, then confirm.

Voiding permanently removes the invoice from billing history. If the invoice was for a package, voiding also cancels that package enrollment.

Send a reminder instead

For an unpaid invoice, click Send Reminder in Invoice Details. To keep reminding automatically, turn on Unpaid invoice reminders in Billing > Settings. After you send the first reminder by hand, Sky Schedule follows up every 3 days until the invoice is paid or voided. Reminders skip customers who have credit on their account.

Who can refund

• Admins.
• Office admins with the Issue refunds permission.
• Instructors with Enable Billing, unless they only have Billing through Complete Flight Payment.

Troubleshooting

• The Refund button is missing. Only card and bank payments made through Stripe can be refunded. Cash, check, and other recorded payments can't be. A payment can also only be partially refunded once. After that, the button goes away.
• "This payment added money to the customer's balance." Balance top-ups can't be refunded to the card from the invoice. Adjust the balance instead. See Manage Prepaid Account Balances.
• "Refund pending" with a balance message. Your Stripe balance is low. Sky Schedule may cover the refund to your customer and bill your school later to recover it.
• "Refresh before voiding it." The customer just paid through the payment link. Refresh, then refund instead of voiding.