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How to Refund an Invoice, Fully or Partially

This video walks you through the key points — it’s the best way to understand everything in just a couple of minutes.

 

 

Further Reading

 

If an invoice has already been paid and needs to be reimbursed, TUIO makes it simple. You can issue either a full refund or a partial refund directly from the system.

Full Refund

  1. Go to the Invoices tab.

  2. Locate the invoice you want to refund (use the search bar to filter if needed).

  3. Click the invoice name (green hyperlink) to open the invoice details.

    Refund eligibility requirements:

    • The invoice must have a Paid status.

    • At least 24 hours must have passed since the invoice was recorded as Paid.

    • For bank account (ACH) payments, you must wait 5 business days for the payment to clear before refunds are enabled.

      • Tip: Hover over the Refund button to see the exact date when it becomes available.

  4. Enter a description in the Reason field.

  5. At the bottom of the invoice screen, click Refund.

Partial Refund

  1. Go to the Invoices tab.

  2. Locate and open the invoice (click the green invoice name).

    • The invoice must have a Paid status.

  3. Enter the partial amount you wish to refund.

    1. The refund cannot exceed the total invoice amount.

  4. Enter a description in the Reason field.

  5. Click Refund to process.

Important Notes

  • Bank account refunds: If you receive an error, contact support@tuiopay.com to request an update to your account configuration with the payment processor.

  • Refund timelines:

    • Direct debit or card: Refunds return to the payer’s method within 1–5 business days.

    • Cash or check: Refunds must be issued externally. Record the refund in TUIO for accurate records.

  • Credit card refunds:

    • Offline refunds for credit card payments are discouraged. Doing so violates card scheme regulations and can result in duplicate refunds if a dispute is filed.

    • If the Refund button is disabled, contact support@tuiopay.com for assistance.

  • Transaction fees: Payment processors and banks do not refund transaction fees when a payment is refunded. This is standard industry practice.

    • To avoid covering these fees out of pocket, you can issue a partial refund for the invoice amount minus the fees incurred.

    • You can find the fee amounts in the Excel export or by checking the invoice breakdown in the details page.