If your customer no longer owes the refunded amount, for example because they returned the goods, close the invoice yourself. Void it after a full refund, or record a credit note after a partial one.
A refund puts its amount back on the invoice balance, so a paid invoice opens again. It shows as Overdue if its due date has passed. If your customer still owes that money, leave it open.
Close it after a full refund
If your customer owes nothing for this invoice any more, void it. Voiding is permanent, so check it's the right invoice first.
Open the invoice and click More actions (⋯).
Click Void invoice.
Add a memo if you like, then click Void invoice to confirm.
Note: Your customer is emailed that the invoice was voided, with the amount written off and your memo. Leave the memo empty if you'd rather not explain.
Close it after a partial refund
If you refunded part of the invoice, such as shipping or returned items, and your customer doesn't owe it, record a credit note.
Open the invoice and click More actions (⋯), then Record credit note.
Enter the amount you refunded.
Add a memo such as "Refund for returned items" and click Save.
The balance goes back to zero and the invoice reads Closed.
Check the result
Open the invoice's Balance summary. It lists the payment, the refund, and your credit note or void, and the balance should be zero. Activities shows Refund issued or Partial refund issued.
To learn what each status means, see invoice statuses.
If the refund was a mistake
A refund is permanent. Once it's issued, neither you nor the Streamlined team can cancel it. Leave the balance open and ask your customer to pay it again.
Who can use this feature?
Team members with Invoices access to void an invoice, and Transactions access to record a credit note
Available on all plans