How to refund an unapplied payment when the refund option is not available on an invoice

Problem

You want to refund a payment that was unapplied from an invoice, but the refund option is not available. This situation often occurs with online payments.

Solution

1. Search for and go to the invoice.

2. Create an adjustment invoice.

3. In the adjustment invoice, add a placeholder task with an amount equal to the amount you want to refund.

   Note: Make sure the Taxable option is not selected.

4. Go to the customer profile and click More > Collect Payment.

5. On the Collect and Apply Payments screen, apply the available credit to the adjustment invoice you created in step 2.

6. When finished, click Save.

7. Go back to the adjustment invoice and delete the placeholder task you added in step 3.

8. In the same adjustment invoice, click Collect and apply payment.

9. Enter a payment amount equal to the refund amount but in the negative. For example, if the refund amount is $100.00, enter "-$100.00."

10. Select a Payment Type of Refund.

11. When finished, click Save.