Sometimes a refund gets entered for more than the customer is actually owed — for example, you meant to refund $50 but entered $100 instead. This is called an over-refund. You'll fix it by lowering the credit to the correct amount, then posting a payment for the difference so the customer's account balance stays accurate.
Step 1 — Lower the Credit Amount
Open the over-refund transaction on the customer's account. In the credit field (shown in blue), change the amount from what was mistakenly refunded to the amount that should have been refunded.
Example: If you refunded $100 but should have refunded $50, change the credit amount from $100 to $50.
Step 2 — Post a Payment for the Difference
Lowering the credit in Step 1 leaves a balance on the account equal to the amount you over-refunded. Next, post a payment for that difference to collect it back from the customer. Click the "+" button on the invoice, then choose Post Payment. You can charge the customer's payment method on file, or record a cash or check payment if they're paying you back that way.
Example: You refunded $100, but it should have been $50 (a $50 difference). After you lower the credit to $50 in Step 1, the account shows a $50 balance. Post a $50 payment to collect it, which brings the balance back to $0.
Step 3 — Worked Example
Here's a full example showing how the two steps work together:
The customer paid $300 total. You refunded $100, but should have only refunded $50 — $50 too much. They received $100 back from you. To correct this, lower the credit to $50 (Step 1), which is the amount you should have refunded. This leaves a $50 balance on the account. Then post a $50 payment (Step 2) to collect the extra $50 back from the customer, which brings the balance to $0.
NOTE: If you're unsure of the correct refund amount before making these changes, double-check with your team before adjusting the credit.