Summary

If a customer pays more than an invoice charges, the invoice stays open and overpaid. If you should keep those funds for another service or item, create charges on a new invoice. Use Store Credit to move the payment from the overpaid invoice to the new charges. There are two steps.

Steps

Step 1: Refund the Payment to Store Credit

1. Open the Invoice. Check the Select box next to the payment at the bottom of the invoice.
2. Select the orange Refund button above the payment box.
3. In the refund pop-up, select the Refund Method and the Refund Amount. Then process the refund.

The invoice is now open for a different payment. You can apply it at any time. Select Apply Payment at the top right of the invoice, or add the owner's balance to the Shopping Cart.

Step 2: Create the Correct Charges and Apply the Store Credit

For a Reservation or Service

1. Edit the Reservation. Select the button to the left of the entry, then select Edit Reservation. If no reservation exists, go to the New Reservation page.
2. Set the Start Date to the current date, then select Save Changes.
3. Go to the Dashboard. The pet shows in the Expected tab.
4. Check In the pet.
5. Edit the reservation and change the Start Date back to the date and time it should have been.
6. Make sure any Additional Services, Appointments, and other charges are correct.
7. Add the pet to the shopping cart.
8. Select the down arrow next to the Reservation line item to see the details.
9. Select the pencil icon and change the end date to the right date and time.
10. Check out with the store credit on the account.

The reservation now starts and ends on the correct dates, and the charges are in the system.

For an Open Line Item, Including Tips

1. Go to the shopping cart. Select the owner in the upper left corner.
2. In the Open Line Items section on the right, select a line item type, enter the details and amount, then select the shopping cart icon.
3. Check out with the store credit on the account.

For Retail or Packages

1. Go to the shopping cart. Select the owner in the upper left corner.
2. In the Retail section on the right, select Browse Retail. Then select the items or packages.
3. Check out with the store credit on the account.

Related Articles

• Close Invoices Topic Outline
• How to Refund an Overpaid Customer How-To
• Customer Underpaid, Does Not Owe Remainder How-To