Refunding a customer payment

Sometimes you have to give money back: the job's cancelled, or the customer paid twice. Card payments made through Karven can be refunded in a couple of taps.

How to refund

1. Open Settings → Getting paid and scroll to Customer payments. Every deposit and part payment your customers made through their quote link is listed there.
2. Tap Refund next to the payment.
3. Confirm. Karven refunds whatever hasn't been refunded yet on that payment.

The refund goes back to the customer's card through your Stripe account. It usually shows on their statement within 5 to 10 business days, depending on their bank. The payment then shows as Refunded in the list.

The Refund button refunds the whole amount still on that payment. Need to refund only part of it? Email info@karven.com.au and we'll help. A part refund shows in the list as Partial refund.

The fees

When you refund a card payment, Stripe doesn't give back its processing fee. Decide before you refund whether you're wearing that cost or taking it out of what you return, and tell the customer which.

Payments made outside Karven

Cash or bank transfer refunds happen outside Karven. Pay the customer back the usual way and keep a note of it for your books.

Disputes

If a customer disputes a charge with their bank instead of asking you, that's a chargeback. Stripe emails you and you respond through Stripe. Stripe charges a dispute fee, so if a customer is threatening one, a refund is often cheaper.

Records to keep

• The customer's request for the refund (email, text or message).
• The signed quote and any variations.
• Photos of the work done.

A refund changes the GST you owe for the period. If it's a big one near a BAS deadline, check with your bookkeeper.