Refunding Clients

Refunding Payments in AdvicePay

Refunds can be made directly through AdvicePay for any payment made by a client that:

• has completed processing at the client's bank/credit card company, and
• has been made within the last 90 days.

When you issue a refund, the money will be deducted from the firm's Transfer bank account you have on file; however, fees will also be returned.

How to Refund a One-Time Invoice

Locate the client under Accounts, Clients. Click on the client's name, then head to the Invoice tab,

Next, use the drop-down arrow to click View Details. Locate the paid status and click the Refund link next to it.

Finally, on the modal, enter:

•  Refund Amount (minimum = $1 and can be partial or full but can only be refunded once per transaction) 
• Custom Message to the client (optional), and Notes (optional -- this will display on the PDF invoice). Note that a refund can only occur once whether it's partial or a full refund on any single invoice.
• Notes if any/applicable.

Then click Refund Payment. It will take approximately 5-10 days for the money to be reflected on the client's statement.

After a refund, both you and your client will see the invoice status as Refunded (or partial refund). By hovering the cursor over any Refund status, you can quickly see the amount refunded.

The invoice PDF will also update to show the date the refund was issued + the refund amount:

Once refunds are processed, you'll see a record of it on your Transfers screen and in your transaction data export. Your client will also be sent an automatic email to notify them of the refund from the firm.

How to Refund a Subscription Invoice Payment

Locate the client under Accounts, Clients. Click on the client's name, then head to the Invoice tab,

Next, use the drop-down arrow to click View Subscription.

Locate and click on the Invoices tab at the top. Locate the invoice that you want to refund and use the drop-down arrow to View Details.  Next to the paid status and click the Refund link next to it.

Lastly, in the pop-up modal, enter:

• Refund Amount (minimum = $1 and can be partial or full but can only be refunded once per transaction) 
• Custom Message to the client (optional), and Notes (optional -- this will display on the PDF invoice). Note that a refund can only occur once, whether it's partial or a full refund on any single invoice.
• Notes if any/applicable.

Then click Refund Payment. It will take approximately 5-10 days for the money to be reflected on the client's statement.

Marking Invoices as Refunded (refunded outside AdvicePay after 90 days)

If a payment on a one-time or subscription invoice is over 90 days old or was manually marked as paid and you've issued a refund on it outside of AdvicePay, you can maintain accurate records by marking it as refunded.

1. To mark an invoice as refunded, find the paid invoice by going to Invoices in the left sidebar or the client's profile page. For subscription invoices, you can also find them via Subscriptions > View Subscription > Payments.

2. Click the button for your desired invoice. If that invoice can be marked as refunded, the Mark As Refunded option will be available in the drop-down:

3. Enter the Refund Amount, Refund Date, and Notes (optional -- this will display on the PDF invoice):

4. Click Mark Refunded.