Refunds that keep growing

[Netbilling]

Hello, I had a patient pay too much money and when I attempted to reverse the money, it turned into a mess with alot more money in the Credit Balance than there should be. Hoping someone has

the answer to removing all payments/credits and starting at the beginning.

[WHMCS ChrisD]

Hi @netbilling

Removing Credit from a Client
To remove an account credit, follow the steps below (this guide assumes you have already followed the steps to view the credit log above):

Click the Remove Credit button
Enter a reason for removing the credit (this is private to admin users) and the amount of credit to remove
Click "'Save Changes"'
The available credit balance will be updated immediately.

In terms of refunding it depends on the type of gateway

Refunding Transactions

Refunding transactions allows you to issue credits & refunds for payments made.

There are 3 options for refunding payments:

• Refund through Gateway - Many payment gateways in WHMCS support automatic refund capability, meaning WHMCS communicates with the payment gateway and instructs the refund amount you request to be processed by the payment gateway. This will return the money to the payment method the customer originally paid via.

• Manual Refund Processed Externally - This option exists to allow you to record refunds against invoices when the refund has been processed outside of the system. For example you may use this if you process a refund directly within your payment gateway or a chargeback/dispute occurs.

• Add to Client's Credit Balance - This allows you to refund money to the Clients Credit Balance for use towards future invoices.

To perform a refund, follow these steps:

1. Navigate to the invoice you wish to perform a refund for
2. Select the Refund tab
3. If multiple transactions have been made for the invoice, select the transaction you wish to issue a refund against.
   Only one transactions can be refunded at a time and the refund amount cannot exceed the total amount of the transaction.
4. Enter the amount to be refunded if a partial amount, otherwise leave blank to refund the entire transaction value
5. Choose the appropriate Refund Type (see above for details)
6. If you do not wish to send an email confirming the refund has been processed, uncheck the Send Email tickbox
7. Click the Refund button to perform the refund

The page will re-load and display the results of the refund attempt in the case of choosing to Refund through Gateway. Should it fail for any reason, the Gateway Log will help you diagnose why.

Even if a refund cannot be automated for your particular gateway, you can still use this process to enter the refund billing entry into WHMCS which will update the income totals and reflect the refund on the invoice. Then you would go to your gateway and actually send the refund from there.

Reverse Payment

When making a refund there is the option to reverse the effects of the original payment. For example you might prefer to have the invoice status set to Collections status and reverse the Next Due Date for associated services.

The action taken when ticking this option whilst issuing a refund are dependant upon the configuration on the Setup > Automation Settings page. For more information on this feature, refer to the Payment Reversals page.