How to issue credits and refunds

Note: In order to issue refunds you will need to be using Candid Pay and invoicing your buyers through Candid.

How to create a credit

First, open the order you would like to issue a credit for. On the invoice click on "Issue Refund or Credit" and make sure you select the Credit option:

Please Note: If you accidently select refund instead of credit, we are not able to reverse the refund payment once it has started processing.

Select "Credit", enter the amount, the reason for the credit, and then click Save:

Make sure to fill in the correct amount to credit:

The invoice will then update to show that a credit has been issued for that order:

The credit will also be recorded in your CRM on the buyer's Customer Details page:

The buyer will then see the option to use this credit next time they go to pay an invoice:

Remove the product(s) after issuing a credit

After you issue a credit this will create a balance on the order. To remove this balance you will need to edit the order and remove the product. Removing the product that you issued the credit for will ensure the order total shows the correct balance due.

Other Options - How to issue a credit via the Customer Details page

You also have the option to create a credit for someone by entering the credit directly into their Customer Details page under "Payment Credits" as seen below. This method will also allow the buyer to apply the credit to future invoices.

How to issue refunds

In order to process refunds you will need to have Candid Pay set up. Click here to learn more about Candid Pay. Refunds can be issued through the order invoice. Navigate to the Invoices & Payments page and click on "Issue Refund or Credit":

On the next screen, select the Refund option and enter the dollar amount to refund back to the customer. Then click Save:

After the refund is initiated, the buyer will receive an automated refund notification via email. Most refunds are processed the same day if it's during business hours and then can take up to 3-10 business days to show up in the customers account depending on their bank. Please note that once a refund has started processing we are unable to cancel it on our end.