Refund a customer payment

Refund a payment

Refund eligibility

Refund a payment

You can send either a full or partial refund.

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

4. In the pop-up:

   • To send a partial refund, click Edit amount. Enter the amount, then click Save.
   • If sending a full refund, don’t 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   Wave refunds the processing fees they collected on a pro-rated basis, and the remaining balance is withdrawn from your payout account.

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

If you refunded an invoice payment, the 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 customer and 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 in your Wave account. For payments over 90 days old, you will need help from our Support Team. Open Mave, Wave’s automated chatbot, and type human support refund over 90 days. Provide the invoice date, invoice number, and amount to be refunded.