You may have to refund a payment when the payer requests to cancel the payment and wants to pay through another payment method.
The following diagram describes the steps involved in issuing a refund and correcting accounts:
Here's how to do it:
The refund can only be processed by requesting to Payrix (AU: firstname.lastname@example.org; US: email@example.com)
- The refund can be partial or full.
- The refund must be to the same Credit Card.
The following information must be provided to Payrix:
- Transaction Number
- Amount to be refunded
- Reason for Refund requests
It is a recommended practice to remove payment from the invoice in Xero and reapply to keep the records updated. When you sync payments using Wise-Pay, the payment is adjusted to 0 for this invoice in ConnectWise. Follow these steps:
Log in to Xero and search the incorrect invoice for which a refund is required.
Select Options > Remove & Redo to remove the payment from the invoice.
This should remove the payment, and you should see the appropriate success message.
Log in to Wise-Sync and sync payments to change the payment of the invoice to 0. If you don’t sync payments, the payment for the invoice will still be unchanged.