What this guide covers
This guide explains how to process refunds in JobsiteOn. You will learn when refunds are appropriate, how to issue full and partial refunds, and how refunds affect your financial records.
When to issue a refund
Common reasons for processing a refund:
- The customer was overcharged.
- Work was not completed as agreed and the customer requests money back.
- A duplicate payment was received.
- The customer cancelled the project after paying a deposit.
Issuing a full refund
- Open the paid invoice at
/invoices/[slug].
- Click the overflow menu (...) in the top right.
- Select Process Refund.
- The refund amount defaults to the full payment amount.
- Add a reason for the refund in the notes field.
- Click Confirm Refund.
Screenshot: The refund dialog showing the full payment amount pre-filled, a reason field, and the Confirm Refund button.
Issuing a partial refund
- Open the paid invoice.
- Click the overflow menu (...) and select Process Refund.
- Change the refund amount to the partial amount you want to return.
- Add a reason for the partial refund.
- Click Confirm Refund.
The invoice shows the original payment amount, the refund amount, and the net payment received.
Tip: When issuing a partial refund, be specific in the reason field. For example, "Refund for incomplete drywall repair per customer agreement" is more useful for your records than "Partial refund."
How refunds are processed
Online payments
If the original payment was made through the client portal, the refund is processed back to the customer's original payment method through your payment provider.
- Processing time varies by payment method (typically 5-10 business days for card refunds).
- The customer receives a refund notification.
Manual payments
If the original payment was recorded manually (check, cash, bank transfer):
- The refund is recorded in JobsiteOn for your records.
- You must process the actual refund outside of JobsiteOn (write a check, issue a bank transfer, etc.).
Animation: The refund being confirmed, the invoice detail page updating to show the refund line item, and the status changing to Refunded.
How refunds affect your records
- A refund event is recorded in the invoice activity log.
- The invoice status changes to Refunded (full refund) or remains Paid with a refund notation (partial refund).
- Revenue reports reflect the net amount after refunds.
- The refund appears in your payment history and financial reports.
Note: Refunds cannot be reversed once confirmed. Double-check the amount before processing.
Best practices
- Always document the reason for a refund in the notes field.
- Process refunds promptly to maintain customer trust.
- Review your refund history periodically to identify patterns that may indicate service quality issues.
- Communicate with the customer about the expected refund timeline.
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