> For the complete documentation index, see [llms.txt](https://docs.shortcutco.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.shortcutco.com/readme/finances-invoices-and-payments/refunds-and-credit-memos.md). # Refunds & credit memos Send money back, record a credit, reissue a QuickBooks invoice, or undo a payment you recorded by hand. Made a mistake, or a customer deserves money back? Everything starts from the **⋯** menu on the invoice row in [Invoices](https://shortcutco.com/invoices). Which actions appear depends on the invoice: | Action | When it appears | What it does | | ---------------------- | ------------------------------------------------------------------------------------- | ---------------------------------------------------------------------- | | **Refund…** | A paid invoice that still has money left to refund, with or without QuickBooks. | Sends money back through Stripe, or records a refund you gave by hand. | | **Issue credit memo…** | A paid invoice that Shortcut copied to QuickBooks. | Records credit the customer is owed. No money moves. | | **Void and reissue…** | An invoice Shortcut copied to QuickBooks that has no payments and isn't already void. | Voids it in both places and opens a fresh draft to correct. | | **Undo payment** | A paid invoice whose only payment you recorded with **Mark paid**. | Removes that payment so the invoice is open again. | None of these appear while a customer's online payment is in progress. See [Payment notes next to the status](/readme/finances-invoices-and-payments/invoice-statuses-explained-paid-unpaid-overdue.md#payment-notes-next-to-the-status). ## Refund… Choose **⋯ → Refund…** on a paid invoice. If the invoice has more than one payment, pick the one to refund. Enter the amount (a partial refund is fine) and an optional note, then confirm. What happens depends on how the customer paid: * **Card or bank payment through Stripe.** Shortcut sends the amount back to the customer's card or bank account through Stripe. It usually reaches them in 5–10 business days. This can't be undone. The button reads **Refund $amount**, and after you confirm Shortcut shows *Refund of $amount started. Stripe confirms it shortly.* * **Payment recorded by hand** (cash, check, or anything you entered with **Mark paid**). Shortcut records that you returned the money yourself. No money moves through Shortcut. The button reads **Record refund**. If the invoice is linked to QuickBooks, Shortcut also records the refund in QuickBooks. **Refund…** disappears once the invoice is fully refunded. Refunds show under **Refunds** in the [customer portal](/readme/customer-portal.md), and [Reports](/readme/reports.md) counts them against **Collected** on the day they went through. {% hint style="info" %} Refunds are per-invoice. For prepay arrangements ending early, refund the prepay invoice's payment — see [Pre-pay invoicing](/readme/finances-invoices-and-payments/pre-pay-invoicing.md). {% endhint %} ## Issue credit memo… Available on paid invoices that are linked to QuickBooks. Choose **⋯ → Issue credit memo…**, enter the amount and an optional note, then click **Issue credit memo**. A credit memo records credit the customer is owed and copies it to QuickBooks. No money moves. Shortcut confirms with *Credit memo #… was issued.* The credit shows under **Credits** in the [customer portal](/readme/customer-portal.md), with a note asking the customer to contact you about applying it. To send money back instead, use **Refund…**. ## Void and reissue… Available on invoices linked to QuickBooks that have no payments yet. Choose **⋯ → Void and reissue…** and confirm. Shortcut voids the invoice in Shortcut and in QuickBooks, copies its customer, line items, tax, discounts, and memo into a new unsent draft, and keeps the two invoices cross-linked. You land in the draft, ready to fix what was wrong before you send it. Once an invoice has a payment on it, correct it with **Refund…** or **Issue credit memo…** instead. ## Undo payment Recorded a check that later bounced, or clicked **Mark paid** on the wrong invoice? Choose **⋯ → Undo payment**, type a reason, and click **Undo payment**. The payment is removed from Shortcut and the invoice is open again. No customer notification is sent. **Undo payment** is only offered for a payment you recorded by hand. A card or bank payment Stripe collected can't be undone this way — use **Refund…** to send the money back. If the invoice is linked to QuickBooks, Shortcut doesn't change QuickBooks. If the payment is already there, it shows under **Settings › QuickBooks › Needs attention** so you can remove it. ## Related pages * [Mark an invoice as paid (offline payments)](/readme/finances-invoices-and-payments/mark-an-invoice-as-paid-manual.md) * [Invoice statuses explained](/readme/finances-invoices-and-payments/invoice-statuses-explained-paid-unpaid-overdue.md) * [QuickBooks integration](/readme/configuration/quickbooks-integration.md) * [Customer portal](/readme/customer-portal.md)
Still stuck? Email with the invoice number and what needs to be adjusted.