---
title: "Refund a payment"
description: "Send money back to a client through the processor that took it, including card surcharges and overpayments, with or without a credit note."
url: "https://support.outpostplatform.com/client-payments/refunds/"
product: "depot"
type: "how-to"
status: "draft"
ai_summary: "MSP plan. Refund from the invoice's Online payments card: invoice amount, card surcharge (proportional), overpayment, reason, and optionally a credit note to keep the invoice settled. The money goes back to the method it came from. Without a credit note the amount is owed again. Needs psa:refund. Hand-recorded payments are refunded outside Outpost."
availability:
  plans: ["msp"]
  permission: "psa:refund"
  preview: false
source: "https://gitlab.com/outpostplatform/docs/-/edit/main/src/content/docs/client-payments/refunds.md"
license: "CC BY 4.0"
---

# Refund a payment

A refund sends money back to the card or bank account it came from, through
the processor that took it. This page shows how to refund a payment taken
online, and how to keep the invoice settled or re-open it.

## Before you begin

- You need `psa:refund`.
- Only payments taken online through a provider can be refunded from the
  console. Refund a payment you recorded by hand, such as a check, outside
  Outpost, then issue a credit note. See [Invoice clients](/msp/client-invoicing/).
- The provider that took the payment must still have its keys. A deleted
  provider cannot refund. See [Switch payment providers](/client-payments/switch-providers/).
- A refund cannot be undone.

## Refund a payment

1. Open the invoice: select **Client billing** > **Invoices**, then the
   invoice.
2. In the **Online payments** card, on the paid attempt, select **Refund**.
   The dialog says how much is left to refund.
3. In **Invoice amount to refund**, enter the amount. It opens on a full
   refund of what is left.
4. If the payment carried a card surcharge, **Card surcharge to refund**
   follows the amount in the same share, as card rules require. Change it only
   if you have a reason to.
5. If the client paid more than the balance, enter what to return in
   **Overpayment to refund**. That money was never applied to the invoice.
6. In **Reason**, describe the refund. It is kept on the record.
7. Choose what happens to the invoice:
   - Tick **Also issue a credit note for the invoice amount** to keep the
     invoice settled.
   - Leave it clear to re-open the invoice: the refunded amount is owed again.
8. Select **Refund**, which shows the total.

The client is emailed when the refund succeeds. The invoice's balance changes
only then. A refund still pending does not move it.

:::caution
The credit note is issued only when the processor confirms the refund at once.
If the refund shows as pending and succeeds later, no credit note is issued
for it. Issue one yourself from the invoice if the invoice should stay
settled.
:::

## Verify

- The attempt lists the refund with its status.
- With a credit note, the invoice stays **Paid** and lists the credit note.
  Without one, its balance shows the refunded amount again.

## Next steps

- [Resolve a payment with an unknown outcome](/client-payments/unknown-outcomes/)
- [Invoice clients](/msp/client-invoicing/)