How do I void or refund a payment?

This article outlines how to locate and void or refund a payment.

Tip: if the payment is associated with a client, it may be easier to follow these steps.

Voiding or Refunding from the Payments Tab

  • Navigate to Payments.
  • Determine if the payment was made using a Payment Link, Standing Link, Stored Payment Method or a Subscription. If you are unsure, you may need to view each tab and use the filters to find the original payment, or contact support@gravity-legal.com for assistance.
  • Locate the payment.
    • For Payment Links, locate the payment and click View/Edit on the right side. 
      • This opens the Payment Link details page. Scroll to the bottom and click Void or Send Refund.
    • For Standing Links, click View/Edit on the right side.
      • This opens the Standing Link details page. Review the list of payments made for this Standing Link and click Void or Send Refund next to the payment you wish to return.
      • If the payment is not found on this details page, you may want to review a different Standing Link.
    • For Stored Payment Methods, click View/Edit for the stored payment method. 
      • This opens the Stored Payment Method details page. Review the list of payments in the Transactions section and click Void or Send Refund next to the payment you wish to return.
    • For Subscriptions, click View/Edit for the subscription.
      • This opens the Subscription details page. Review the list of payments in the Transactions section and click Void or Send Refund next to the payment you wish to return.
  • Enter the amount of the refund and the client's email address. A receipt for the refund will be emailed to the client at this email address.
  • Click Issue Refund.
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Please note: card payments are eligible for partial refunds, whereas ACH payments, or bank transfers, must be refunded in full.

  • A notification will be emailed to the firm. You can set this notification email address for your firm by going to Settings > Firm Details > Email Notifications.

Warning: if you issue a refund for a payment that included a surcharge fee , you must also refund the fee.

If you issue a partial refund for a payment that included a surcharge fee, the refund for the surcharge fee must be prorated.