Refunds

This sub-section contains a record of each invoice Refund for a customer. For each refund, you can find the following information:

• Refund Date: The date a refund is initiated 

• Refund ID: The unique ID assigned to each refund

• Refund Amount: The amount refunded

• Refund Reason: The reason for a refund

• Underlying Invoice: The underlying invoice related to a refund

• Project: The underlying project related to a refund

• Refund Status: The status of a refund: Pending, Successful, or Failed 

Please note that the table below does not include a record of returned deposits. To view the details of a returned deposit, visit Deposits.

It is also important to note that a refund will not restore the original balance of an invoice, and as such should not be treated as a "payment reversal."

To view the details of a refund, click on the Refund ID indicated in the Refunds table. Once you have done so, a sidebar will appear with important information related to the refund. Here, you can Add a Memo and view which payment methods were refunded. 

• Pending: Only applicable for ACH refunds. Please allow 2 - 5 business days for these refunds to settle

• Successful: Successfully settled refunds

• Failed: Failed refunds. This may occur if your customer's card expired or their bank details have changed

Within Suppli, you can refund a payment for up to 90 days from the original date of payment. Refunds can be made on both fully and partially paid invoices. 

If you would like to issue a refund on a payment made before the batch cutoff time (7 PM ET/4 PM PT), we recommend voiding the transaction.

To issue a refund, you need to first select an invoice from either the Outstanding Invoices or Paid Invoices table. This can be found in either the Invoices or Customers sections.

Refunds can only be issued for one invoice at a time, so you must select a single one. To select a single invoice, click on one found on the right-hand side of the table when hovering over a row. Next, select "Issue a Refund" from the dropdown list that appears. 

If you're issuing a refund on a partially paid, outstanding invoice, you can do this from the "More" button found in the sidebar:

If you're issuing a refund on a fully paid invoice, you can click "Issue a Refund" in the paid invoice sidebar:

After clicking "Issue Refund," a modal will appear with a list of all payments and available refund amounts.

Click "Full Refund" to issue a full refund, or enter a custom amount in the input fields to issue a partial refund. Please note that the available refund balance is equal to payments received net of refunds already made. 

Within Suppli, you can send money back to a customer via two methods:

• Cash /Check or Credit: To send money back via a cash/check or if you would like to manually create a credit memo

• Original Payment Method: For payments made in Suppli via ACH or Card, you have the option of sending money back via the original method used  

Select a Reason

Select a reason from the list below:

Enter a Memo & Click "Issue Refund"

Enter a memo if applicable.

If you issue a refund directly to a payment method, Suppli automatically processes the payments on your behalf. For card transactions, please allow 1 - 2 business days for the funds to settle. For ACH transactions, please allow 2 - 5 business days for the funds to settle. 

Once you have issued a refund in Suppli, it is important to manually record the refund in your ERP so that your General Ledger is properly updated. 

When issuing a refund for a deposit or credit payment, the refunded amount will NOT be credited to the original deposit or credit used as payment. If you would like to add a deposit or credit balance, simply create a new deposit/credit in your ERP. 

If you would like to return an outstanding deposit balance to a customer, please visit Returning a Deposit.

Refunds can only be issued within 90 days of the original payment date. Additionally, a refund may fail if your customer's payment method has expired. If a customer's payment method expires, we recommend sending them funds directly (via check, ACH, or wire transfer).