If a client has been overcharged or a payment needs to be returned, you can record a refund directly from the Finances section or the Client's Finances section in Pogozo.
There are two options when processing a refund:
Refund - returns money to a client for an invoice that has already been paid, leaving any remaining balance on the invoice as outstanding.
Refund and write off - returns money to a client and simultaneously clears the remaining balance on the invoice in one action, so the invoice is fully settled without any outstanding amount left over.
IMPORTANT: Processing a refund in Pogozo records the transaction in the system only - it does not automatically return money to the client. Make sure the refund is also processed through your payment provider (Stripe or Tyro if applicable) to ensure the client receives their refund.
Processing a refund
Go to Finances then Payments and locate the payment you'd like to refund.
Alternatively head into the Client's Invoices and locate the relevant invoice.
Click the three dots to the right of the payment/invoice and select Refund.
Enter the amount you'd like to refund into the Refund amount field, then click Refund payment. Alternatively, if you'd like to add the refunded amount as an Account credit select Refund and apply credit instead.
You'll be taken to the payments screen where you can select the refund payment method. Enter the refund value into the payment method that applies.
TIP: If you're processing the refund via bank transfer, select Other and add a note to indicate it was a bank transfer.
Optionally you can add a Note to be linked to the refund.
Click Process refund to complete.
Refund and writing off an invoice
Refund and write off lets you refund a paid invoice and settle it in one action - handy when an invoice was mis-billed or you're giving a client a goodwill refund.
Find the invoice you want to refund. You can do this from the Invoices in the Finance section, or head into the Client's Invoices and locate the relevant invoice.
Click the three dots and select Refund and write off from there instead.
Enter the refund amount for each line item you wish to adjust.
Choose how the client receives their money back:
Refund, add as credit & write off - adds the refund to the client's account credit.
Refund payment & write off - this takes you to the payment page to select a payment method for the refund.
If you chose Refund payment & write off, complete the refund on the payment page as you normally would.
Enter a reason for the write-off in the confirmation box — this is required, so use something clear like "mis-billed" or "goodwill refund".
Click Confirm refund + write off.
The refund is processed, the balance left on the invoice is written off, and the invoice is marked as Refund and write off.
Undoing a write-off
Open the invoice and scroll down to the Payments section. Find the Written off row and click the Undo write off button.
Enter a reason for undoing the write-off, then click the Yes, undo write off button.
The invoice's balance and status are restored to how they were before the write-off.
TIP: Undoing a write-off doesn't undo the refund - the refund stays in place. If you also want to reverse the refunded money, undo the write-off first, then use the Reverse action on the refund payment.
Reverse a refund
There are two ways to reverse a refund, either from the Payments page or from within the Invoice itself.
Head into Finances and select Payments. Click the three dots to the right of the refund you want to reverse and select Reverse.
Alternatively open the invoice and scroll down to the Payments section. Find the Refunded row and click the Reverse button.
Enter a reason for reversing the refund, then click the Yes, reverse it button.
The payment is restored to the invoice.