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What to Do if you Over Refund a Customer

The steps to take if you accidentally refund a customer too much

Written by Serena Edwards
Updated this week

If you accidentally over refund someone (meaning you refunded them too much), follow these steps:

Step 1 - Adjust Credit Amount

Change the credit amount from the amount over-refunded to the amount you should have refunded. For example, say you refunded someone $100, and it should have been $50. Change the credit (amount in blue) from $100 to $50.

Step 2 - Post Payment for Difference

Next, post a payment on their account for the difference in what you refunded and what you should have refunded. For example, you refunded $100, but it should have been $50. You changed the credit to $50. Now you post a payment to the customer's account for $50 (the difference).

In case that doesn't make sense, here's an example:

The customer paid $300

You refunded $100 ($50 more)

They received back $100

You credit them $50, which is the amount you should have refunded them

Post a payment to their payment method for $50, which is what they owe you back from the $100 refund

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