How do I refund a customer?

Open the paid invoice, choose Issue refund… in the ⋯ menu, pick the amount and a reason, and confirm. You can refund the full payment, part of it, or one line item. A refund cannot be undone. Only owners, admins and managers can refund, and only card payments can be refunded.

Issue a refund

1. Open Invoices and select the invoice. It must be paid or partly paid by card.
2. Open the ⋯ menu and choose Issue refund…, the last item.
3. Choose the amount:
   • Full refund returns everything that is still refundable.
   • Partial amount lets you type an amount, up to what is still refundable.
   • One line item refunds the amount of the line you pick.
4. Choose a Reason: Service not delivered, Duplicate charge, Customer dispute, Priced incorrectly, or Other. For Other, say what happened.
5. Choose the Refund button, which shows the amount.

The window warns: "Refunds take 5–10 business days to appear on the customer's statement. This can't be reversed."

After the refund

Lawnly confirms it, for example "Refunded $5.00". The refund is listed on the invoice with its date, reason and amount, and in the invoice's history.

• After a partial refund, the invoice stays Paid and shows how much was refunded. You can refund again later, up to the full amount.
• Once everything has been refunded, the invoice is marked Refunded and Issue refund… is no longer offered.

The processing fee on the refunded amount is returned to you, and the rest of the refunded amount comes out of your money from Lawnly. See What does Lawnly charge to process a card payment on my invoices?.

If the customer paid by check or cash

Nothing went through Lawnly, so there is nothing to refund here. Remove the recorded payment from the invoice instead, then settle with the customer yourself. See How do I record a check or cash payment?.