Refund vs Void options
When you open a payment, you will see a "REFUND" or "VOID" button in the top right corner
Cash and check payments will always show "REFUND" button
ACH/Credit Card payments will show "REFUND" or "VOID" button depending on whether or not the batch with Paya has settled for that day. Most companies have their batch set to settle sometime in the early evening every day.
If the batch has NOT settled since you've processed the ACH/Credit Card payment, then a "VOID" button will be shown. Voiding a payment will delete it from Pool Brain as if it never happened and the customer will not be charged.
If the batch HAS settled since you've processed the ACH/Credit Card payment, then a "REFUND" button will be shown. Refunding a payment will mark that payment as refunded, create a refund note to offset the customer balance and also refund the customer in Paya.
Important:
You should NEVER process any refund directly in the Paya dashboard because that will not sync back to Pool Brain, QBO or anything else. You should always process refunds directly in Pool Brain because it will reflect the refund in Paya and QBO as well. It's also the easiest way :)
How to Refund a payment
Click on any payment to open it
You will see a "REFUND" button in the top right corner if it's a Check/Cash payment or a Credit Card/ACH payment where the batch has already settled. Click the "REFUND" button to refund the payment.
you will have to unapply the payment from any invoices before refunding
The payment status will be changed to "REFUNDED" and a refund note will be created to offset the customer balance properly
Partial refunds are not possible. If you only need to do a partial refund, you would have to refund the full payment amount and then re-charge the correct amount.
How to VOID a Credit Card or ACH payment
Click on a Credit Card or ACH payment to open it
You will see a "VOID" button in the top right corner if the payment was processed that same day before the batch with Paya has settled yet. Click the "VOID" button to void the payment.
you will have to unapply the payment from any invoices before voiding
The payment will be deleted from Pool Brain and the customer will not be charged