Refund a payment
You can process either a full or partial refund depending on the situation.
- Navigate to Payments: On the left-side menu, click Sales & Payments > Payments.
- Find the payment: Locate the payment you want to refund.
- Select the payment: Click on the payment.
- Click Refund: Click Refund and a pop-up will appear.
- Issue the refund: For a partial refund, click Edit amount, enter the amount, and click Save. For a full refund, leave the amount as is.
- Select a refund reason: Choose a reason for the refund.
- Add notes: Include any relevant notes in the designated field.
- Confirm the refund: Click the Refund button. The payment, including any transaction fees, will be refunded to the customer.
The refunded invoice will appear as overdue. If you do not expect another payment, write off the invoice.
Important notes
- Refund method: Always issue refunds to the original payment method to avoid disputes with the cardholder’s bank.
- Timeframe for refunds: Your customer can expect to see the refund on their credit card in 3-5 business days, or in their bank account within 12-13 business days.
Refund eligibility
- You cannot process a refund if the transaction has an associated chargeback.
- Payments made through your account within the last 90 days can be refunded without support help. For payments over 90 days old, open Mave, Wave’s automated chatbot, and type "issue refund" then, select "Refund for invoice paid via Wave Payments." Mave will collect the necessary details and guide you to the appropriate support.