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Payments basics

How to view payments received and issue a refund

In Payments › Transactions you see every payment received. To give money back, click the three dots next to the payment, choose Refund, confirm the amount (full or partial) and finish.

Updated on

Before you start

  • The payment must have gone through a provider connected to Elooo CRM (Stripe, PayPal, Authorize.net or NMI), including card, Apple Pay and Google Pay.
  • Your user needs access to Payments.
  • A refund sends real money back to the customer: double-check the amount before you finish.
Where to find it

Payments › Transactions › ⋮ › Refund

Step by step

View transactions

  1. In the left menu, open Payments and click Transactions.
  2. You'll see the list of payments with customer, amount, status and date.
  3. Use the filters (for example, status or dates) to find a payment. There's also a filter to show only refunded payments.
  4. Click a transaction to open its details, including the invoice or order it came from.

Issue a refund

  1. In Payments › Transactions, find the payment.
  2. Click the three dots (⋮) next to it and choose Refund.
  3. The full amount is pre-filled. For a full refund, leave it as is. For a partial refund, enter a smaller amount.
  4. (Optional) Add a note. It's for your own records and appears in the transaction details.
  5. Confirm the refund.
  6. Open the transaction details to see the refund recorded (successful or failed).

Export transactions

  1. In Payments › Transactions, apply any filters you want.
  2. Click Export CSV and save the file.

Tips

  • You can issue several partial refunds on the same transaction, as long as the total doesn't exceed the original amount.
  • If you set cost prices on your products, the export includes a column with each line's cost.

Common problems

  • The customer says they haven't received the refund → Timing depends on the provider and the customer's bank; it usually takes 4 to 6 business days. Check in the transaction details that the refund succeeded.
  • The refund fails with Authorize.net → Authorize.net only allows refunds 24 hours after the payment. Try again later.
  • I can't refund an automatic subscription charge → Later charges on a subscription can't be refunded from here. Issue the refund in your payment provider's dashboard.
  • I can't find the payment → Clear the filters and widen the date range. Make sure the payment wasn't made in test mode.

Frequently asked questions

Who on my team can issue refunds?

It depends on each user's Payments permissions, managed in Settings › My Staff. Every refund is recorded in the transaction details.

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