Introduction

If a customer overpaid on an invoice and should have that money refunded, you will need to process a payment-only refund. Typically the system will not allow for overpayments - if an estimate was overpaid the overpayment should convert to store credit. However, you may find yourself with an overpaid invoice, as indicated by a negative number on the Remaining Due line.

Payment-only refunds, which are done from the bottom payments portion of the invoice, indicate that the customer still owes the business for the services/items. It is used when the original payment was not actually collected, the customer needs to pay at a later date, they need to pay with a different method, or there is an overpayment. This refunds the money paid but not the line-item itself.

Customer Overpaid & Must Be Refunded

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.

The overpayment has now been refunded and the invoice should be closed.

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 & Payment Should Be Kept How-To