You may need to refund a previously collected payment to your customer as part of your contractual relationship with them.

While we generally recommend to try & resolve refund requests by offering alternatives outside of your payment flow (typically: issuing credit notes applied to future invoices), it is important to  acknowledge that:

• your customer may prefer a refund, especially if your commercial relationship is occasional or if your company made a billing mistake.
  
  
• refunds can be proactively issued to avoid payment disputes, which hurt both your customer relationship & reputation with payment networks.
  
  

How to Process a Refund

Only Upflow Admin users can initiate a full refund for a payment from the Payments list view.

First, find the payment you want to refund. You can use the search bar or filters to help you:

Then, confirm the refund initiation. Once done, the refund will immediately be materialized in Upflow and linked together with the previously received payment:

Any invoices previously paid by the original payment will be automatically be reverted to unpaid and included back into collections workflows. If you wish to handle those separately, you can flag them as invoices in dispute.

Note: partial refunds (amount less than the original payments) are not yet supported.

You can submit a Support request at the top of your screen if you have any additional questions.