Issue refunds or adjustments

Refunds and adjustments should leave a clear record for the customer and the team.

Review the payment

1. Open the payment, invoice, booking, or customer record.
2. Confirm the amount, reason, and policy before changing money status.
3. Check whether the service was delivered, canceled, or rescheduled.

Process the adjustment

1. Choose refund, partial refund, credit, or manual adjustment as appropriate.
2. Add a note that explains the reason.
3. Confirm the customer notification if one is sent.

Close the loop

1. Update booking, invoice, or order status after the adjustment.
2. Create a task if another teammate needs to follow up.
3. Review recurring refund reasons to improve policies or page copy.

Good to know

• Be specific in internal notes.
• Do not use refunds to hide unclear service policies.

Use this guide as a starting point, then adjust the setup to match how your team actually works with customers.