Refunds

This sub-section records every invoice refund on your account.

Two things to know before anything else:

1. This table does not include returned deposits. Those are a separate flow. See the Deposits section.

2. A refund does not restore the invoice balance. It is not a payment reversal. If the invoice needs to go back to outstanding, reopen it in your ERP.

Click the Refund ID to open the sidebar, which shows the status, the date, who created it, the customer, the underlying invoice, and the reason. You can add a memo here.

The sidebar also shows a breakdown of each payment method refunded with its own amount and status, including any credits or deposits that were part of the refund.

• Initiated. The refund has been created and is on its way to the payment processor.

• Pending. The refund has been submitted but has not settled. Allow 1 to 2 business days for card refunds and 2 to 5 business days for ACH.

• Successful. The refund has settled.

• Failed. The refund could not be completed, most often because the card has expired or the bank details have changed.

If a refund covers more than one payment method, each portion settles on its own timeline. The sidebar breakdown shows the status of each.

If the payment can still be voided, void it rather than refunding. A void returns the funds faster and puts the invoice back to outstanding. See the Payments section for the void windows.

Refunds are issued at the invoice level, one invoice at a time, on both fully and partially paid invoices.

1. Open the invoice from the Outstanding Invoices or Paid Invoices table, in either the Invoices or Customers section.

2. Hover over the row, click the three dots on the right side, and select Issue Refund.

You can also use the More button in the sidebar of a partially paid invoice, or Issue Refund in the sidebar of a fully paid invoice.

If one payment covered several invoices, start from the payment instead so you know which invoices to work through. Open the payment, click View Details at the bottom of the sidebar to see every invoice on it, export that list if there are several, then refund each invoice in turn.

A window opens listing every payment made against the invoice with the amount available to refund on each. Credits and deposits used on those payments appear as their own lines.

1. Click Full Refund to refund everything available, or enter amounts to issue a partial refund. The available balance is payments received net of refunds already made.

2. Choose how the money goes back on each line:

   • Original payment method, the default. Suppli sends the funds back to the card or bank account used. Available for 90 days from the original payment date.

   • Issue as Cash / Check or Credit. Use this when you pay the customer outside Suppli by cash or check, or issue an account credit. There is no time limit on this option, and no funds move in Suppli, so you have to pay the customer yourself.

3. Select a reason: Returned Goods, Incorrect Items, Damaged Items, Billing Error, or Other. If you choose Other, describe it in the notes.

4. Add a memo if you want one.

5. Click Issue Refund.

A single refund can mix both methods, for example part back to the card and part as an account credit. Refunds that mix methods show as Multiple in the Refunds table.

Your customer is notified the moment you issue the refund, by email and by text if text notifications are enabled on your account, with the amount and a link to their portal. They are told when the refund is issued, not when it settles.

Refunds are not sent to any ERP. This is true for every integration, so recording the refund in your ERP is required, not optional. The refund window shows the amount to record.

When you refund a card payment, the card processing fee is not returned. The processor keeps it whether you or your customer originally paid it, and there is no way to refund the fee on its own. This applies to partial refunds too.

The refunded amount is not credited back to the original credit or deposit. If you want your customer to have that balance available again, create a new credit or deposit in your ERP.

If you want to return an outstanding deposit balance rather than refund an invoice payment, that is a deposit return, which is a different flow. Deposit returns aren't available on every integration, so contact support if you don't see the option.

A refund fails most often because the card has expired or the bank details have changed. Send the customer funds directly by check, ACH, or wire, then record the refund in Suppli as Cash / Check or Credit so your records match.

Your customer is not notified when a refund fails, only when it is issued. So if a refund fails, reach out to them yourself, since they are expecting money that has not arrived.

Email support@gosuppli.com with the customer name, the invoice number, and the refund ID if one exists.