Refunding a customer

If a customer needs their money back, ask me in chat — something like "refund Jane's $50 payment" or "refund the Johnson job in full." There's no self-service refund button anywhere in the app today; asking me is how it's done.

How it works

Tell me who or what to refund, and whether it's the full amount or part of it. I'll come back to you for approval before anything happens, and I won't move any money until you say yes. That step isn't optional: a refund sends money back out of your account, and I never do that without checking with you first — see "How approvals work".

If anything about the request is ambiguous, say the amount and the customer back to me in chat before you approve, so we're both certain we mean the same payment.

Full or partial

You can refund the whole payment or just part of it. If you only want to give back $20 of a $75 charge, say so — I'll ask for the amount if you don't give me one.

Where the money comes from

The refund comes out of your own payments account — the same one your customer's payment landed in (see "Setting up payments vs. sending a payment link" for how that account works). It's genuinely yours, so a refund is your money going back to your customer, the same way it would be if you refunded them yourself from your bank.

What happens to fees you were charged

If a sale unwinds, the platform's share on it is credited back to you — see "Your plan, trial, and billing".

How long it takes

Once I confirm the refund went through, the money is on its way back to your customer. Exactly when it lands in their account depends on their bank or card issuer, the same as any refund — typically a few business days.

If something needs a second look

If a refund fails — say, your payments account can't currently send money out — I'll tell you plainly what went wrong rather than leaving you guessing, and let you know what to try next.

Refunds aren't undoable

Once a refund goes through, it can't be reversed the way, say, removing an app can. If you're not sure whether to refund in full or in part, ask me and I'll walk through it with you before you decide.