Introduction

If a customer paid more money on an invoice than the invoice charges, the invoice will be open and overpaid. If those funds should actually be collected for some other service or line-item, you must create charges for the customer on a new invoice. You can use Store Credit to transfer the payment from the overpaid invoice to the invoice with the new charges. There are two steps for this as outlined below.

Step 1: Payment-Only Refund to Store Credit

1. Navigate to the Invoice. Click the Select check box next to the payment at the bottom of the invoice. Click the orange Refund button that will appear above the payment box.
   
   
2. In the refund pop-up, select the Refund Method and then the Refund Amount, then process the refund.
   
   
3. The invoice is now reopened to a different payment which can be done at any time either from the Apply Payment button that will now display on the top right portion of the invoice, or by adding the owner’s balance to the Shopping Cart.

Step 2: Create Correct Charges & Apply Store Credit Payment

For a Reservation or Service

1. Edit the Reservation in question by clicking the button to the left of the entry and selecting Edit Reservation. Or, if no reservation has been created, navigate to the New Reservation page.
   
   
2. Set the Start Date to the current date, and Save Changes.
   
   
3. Navigate to the Dashboard. You should now see the pet in your Expected tab.
   
   
4. Check In the pet.
   
   
5. Once the pet is checked in, you can edit the Reservation and change the Start Date backward to the date and time the reservation should actually have been.
   
   
6. Make sure any Additional Services, Appointments, and other charges are accurate.
   
   
7. Add the pet to the shopping cart.
   
   
8. Click the down arrow next to the Reservation line item to expand the details of the Reservation.
   
   
9. Click the pencil icon and edit the end date to the proper date and time.
   
   
10. Check out with the store credit on the account.

Now you have a reservation starting and ending on the correct dates, and the charges will be in the system.

For Open Line Item (Including Tips)

1. Navigate to the shopping cart. Select the owner this applies to from the upper left corner of the screen.
   
   
2. Towards the right of the screen is the Open Line Items Section. Select a line item type, enter details, and enter the amount before clicking the shopping cart icon.
   
   
3. Check out with the store credit on the account.

For Retail or Packages

1. Navigate to the shopping cart. Select the owner this applies to from the upper left corner of the screen.
   
   
2. Towards the right of the screen is the Retail Section. Click Browse Retail, and then select the applicable item(s) or package(s).
   
   
3. Check out with the store credit on the account.

Related Resources

• Close Invoices Topic Outline
• Customer Hasn’t Paid & Owes How-To
• Customer Hasn’t & Shouldn’t Pay How-To
• Customer Underpaid, Does Not Owe Remainder How-To
• Customer Overpaid & Must Be Refunded How-To