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Refunds are processed through the same payment gateway that received the original payment. Make sure your payment integration is still active and connected before initiating a refund. Go to Payments → Payment Integrations to verify your gateway status.
Where to process refunds
All refunds are initiated from Payments → Transactions. You can find the transaction to refund by:- Searching by customer name or email in the search bar
- Filtering by date range
- Filtering by Status → Succeeded to narrow to completed transactions only
Processing a full or partial refund
Find the transaction
Use the search bar or date range filter to locate the transaction. You can search by the customer’s name, email address, or approximate transaction date.
Open the refund dialog
Click the three-dot menu on the transaction row and select Refund. A dialog box opens showing the original transaction amount and a field to enter the refund amount.
Choose the refund type
- Full refund: Leave the amount field at the original transaction total and click Refund.
- Partial refund: Clear the amount field and enter the specific dollar amount you want to return. The value must be greater than $0 and less than or equal to the remaining refundable balance.
Add a note (recommended)
Use the notes field to document the reason for the refund. This note is stored internally and is visible in the transaction detail view. It helps with record-keeping and any future disputes.
Full vs. partial refunds
| Refund type | What it does | When to use it |
|---|---|---|
| Full refund | Returns the entire original transaction amount to the customer | Customer cancels entirely, product not delivered, or service not rendered |
| Partial refund | Returns a specific portion of the transaction amount | Item returned, service partially delivered, or goodwill adjustment |
Refund processing timeline
Refunds are submitted to the payment gateway immediately when you confirm them in the HoopAI Platform. However, how long it takes for the funds to appear in the customer’s account depends on their bank and the payment method used:| Payment method | Typical timeline |
|---|---|
| Credit card | 5–10 business days |
| Debit card | 5–10 business days |
| ACH bank transfer | Up to 10 business days (varies by bank) |
| Apple Pay / Google Pay | Returned to the associated bank account; 5–10 business days |
These timelines are controlled by the card-issuing banks and payment networks, not by the HoopAI Platform or your payment gateway. Once you confirm the refund, the platform has no further control over when it clears on the customer’s end.
How refunds affect associated records
Invoice status after a refund
| Refund amount | Invoice status after refund |
|---|---|
| Full refund (equal to total invoice amount) | Reverts to Due (or Overdue if past due date) |
| Partial refund (less than invoice total) | Changes to Partially Paid |
Order status after a refund
Refunding a payment associated with an order does not change the order’s fulfillment status. The order remains in its current status (for example, Fulfilled or Pending). A refund note is added to the order record for reference. If the order needs to be cancelled, do so separately in Payments → Orders.Subscription payments after a refund
Refunding a subscription charge does not cancel the subscription. The subscription remains active and will continue to generate future charges on its normal schedule. Only that specific transaction is refunded. To cancel the subscription itself, go to Payments → Subscriptions, find the subscription, and cancel it separately.Voiding an invoice before or after refunding
Refunding a payment and voiding an invoice are two independent actions:- A refund returns money to the customer through the payment gateway.
- Voiding marks the invoice as non-collectible in your records.
Process the refund first
Go to Payments → Transactions, find the transaction, and process the refund as described above.
You cannot void a paid invoice without first refunding the payment. The platform requires the financial transaction to be reversed before the invoice record can be voided.
Refunding a subscription payment
Subscription charges appear in the Transactions tab just like any other payment. To refund a specific subscription charge:Filter by subscription source
Use the Filters → Source Type → Subscription filter to narrow the list to subscription charges only.
Find the specific charge
Locate the subscription payment you want to refund by customer name and transaction date.
Refund activity in the contact record
Every refund is logged in the associated contact’s Activity Timeline. When you view a contact’s record, the refund event appears in the timeline with:- The refund amount
- The date and time of the refund
- The original transaction amount for reference
Exporting refund data
Refund information is included when you export transactions as a CSV file.Apply filters (optional)
Filter by date range or status to narrow the export to the records you need. To export only refunded transactions, use Filters → Status → Refunded or Partially Refunded.
What you cannot refund
Certain transaction types are not eligible for refund processing through the platform:| Transaction type | Why it cannot be refunded |
|---|---|
| Cash and manual payment records | These are entered manually and are not processed through a payment gateway. There is no electronic payment to reverse. |
| Transactions outside the gateway refund window | Stripe typically allows refunds up to 120 days after the original charge. Transactions older than your gateway’s refund window cannot be processed and must be handled directly with the gateway or via bank dispute resolution. |
| Imported transactions | Transactions imported via CSV are historical records. No actual payment was collected through the platform, so there is nothing to refund electronically. |
Frequently asked questions
Can I refund to a different card than the original payment method?
Can I refund to a different card than the original payment method?
No. Refunds always return to the original payment method — the same card or bank account used for the initial transaction. This is a requirement of the card networks (Visa, Mastercard, etc.) and payment gateways. If the customer’s original card has been cancelled or replaced, their bank typically redirects the refund to the new card linked to the same account.
Will the customer receive a notification when I process a refund?
Will the customer receive a notification when I process a refund?
Yes. When a Stripe refund is processed, Stripe automatically sends an email notification to the customer informing them of the refund amount and expected timeline. This email comes from Stripe, not from the HoopAI Platform. You can verify this behavior in your Stripe dashboard under Settings → Emails.
Can I refund a gift card purchase?
Can I refund a gift card purchase?
Yes. Gift card purchases are processed as regular transactions through the payment gateway. Find the original transaction in Payments → Transactions and process the refund the same way as any other payment. Note that refunding the purchase does not automatically deactivate the gift card — manage the gift card separately in Payments → Gift Cards if needed.
What happens to a subscription when I refund one payment?
What happens to a subscription when I refund one payment?
The subscription stays active. Refunding a single subscription charge only reverses that one specific transaction — it has no effect on the subscription’s status, billing schedule, or future charges. To stop future charges, you must cancel the subscription separately in Payments → Subscriptions.
Can I issue store credit instead of a refund?
Can I issue store credit instead of a refund?
The HoopAI Platform does not have a built-in store credit balance system. As a workaround, you can create a coupon code for the refund amount and share it with the customer. The customer can then apply the coupon on their next purchase. This approach keeps the original payment on the books and avoids a gateway refund, which may be preferable in some cases.
How do I process a refund for a Stripe payment?
How do I process a refund for a Stripe payment?
Stripe refunds are processed entirely from within the HoopAI Platform — you do not need to log into Stripe separately. Go to Payments → Transactions, find the transaction, click the three-dot menu, select Refund, choose full or partial, and confirm. Stripe processes the refund automatically on the platform’s behalf.
Is there a fee to process a refund?
Is there a fee to process a refund?
Stripe does not return the original processing fee when a refund is issued. For example, if Stripe charged a 2.9% + $0.30 fee on the original transaction, that fee is not refunded to you when you issue a refund to the customer. The customer receives their full purchase amount back, but your net payout is reduced by the original processing fee. Review your Stripe fee schedule for exact details, as rates vary by plan.
Can I process multiple partial refunds on the same transaction?
Can I process multiple partial refunds on the same transaction?
Yes. You can issue multiple partial refunds against the same transaction over time, as long as the cumulative total does not exceed the original charge amount. Each partial refund appears as a separate event in the transaction details and in the contact’s activity timeline.
How do I find a refund in the contact's record?
How do I find a refund in the contact's record?
Open the contact in Contacts, scroll to the Activity Timeline or Payments section, and all transactions and refunds associated with that contact are listed in chronological order. Refund events are clearly labeled with the refunded amount and date.