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You may need to refund a previously collected payment to your customer as part of your contractual relationship with them. While we generally recommend to try & resolve refund requests by offering alternatives outside of your payment flow (typically: issuing credit notes applied to future invoices), it is important to acknowledge that:
  • your customer may prefer a refund, especially if your commercial relationship is occasional or if your company made a billing mistake.
  • refunds can be proactively issued to avoid payment disputes, which hurt both your customer relationship & reputation with payment networks.
👉 When you accept online payments with Upflow, you can issue full refunds for payments received via customer portals in a few clicks directly from your interface.

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How to process a refund

Only Upflow Admin users can initiate a full refund for a payment from the Payments list view. First, find the payment you want to refund. You can use the search bar or filters to help you: Then, confirm the refund initiation. Once done, the refund will immediately be materialized in Upflow. Depending on your integration, it will either be linked to the initial payment or to the corresponding credit memo if the initial payment is still applied to an invoice. If the refund is applied to the initial payment, the previously paid invoices will be automatically reverted to unpaid and included in the collections workflows again. If you’d like to handle those separately, you can just flag them as invoices in dispute.

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Good to know

  • Refunds can only be created on succeeded payments made in Upflow.
  • Partial refunds (amount less than the original payments) are not yet supported.
You can submit a Support request at the top of your screen if you have any additional questions.