Refund a customer payment

Refund a payment

Refund eligibility

Refund a payment

You can process either a full or partial refund.

1. On the left-side menu, click Sales & Payments > Payments.
2. Locate the payment you want to refund.
3. Click on the payment.
4. Click Refund and a pop-up will appear.

5. For a partial refund, click Edit amount, enter the amount, and click Save. For a full refund, you don’t need to make any edits.

   Wave refunds the processing fees they collected on a pro-rated basis, and the remaining balance is withdrawn from your payout account.

6. Choose a reason for the refund.
7. Include any relevant notes in the designated field.
8. Click the Refund button.

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 human support to refund payment over 90 days. You will need to provide the invoice number, invoice date, customer name, and the amount to refund.