Issue a refund

You can give back all or part of a payment, including the tip. Card refunds go back to the customer’s original card, through the processor that took the payment (Square or Stripe). You can also refund a cancellation or no-show fee.

• Only the account owner can issue refunds. Staff and groomers don’t see Issue refund.
• The appointment must be Completed with a payment taken in Packyard, or Cancelled or No Show with a fee charged.

1. Open the appointment. You can also open the customer’s page, click the Payments tab, and click the payment.
2. Under Payment (or Payment Details), click Issue refund. The Issue Refund window shows what was Charged, Already refunded, and the Remaining refundable.
3. Choose Full refund, or choose Partial refund and enter the Amount (USD).
4. Optional: add a Reason. It’s saved with the refund in your Square or Stripe dashboard.
5. Click Issue refund.

You’ll see Refund of $[amount] issued, or Refund of $[amount] pending if Square or Stripe is still processing it. The payment then shows Refunded or Partial Refund.

• A full refund returns everything left on the payment, including tax and tip. For a family with several pets checked out together, it refunds every pet on that payment.
• You can refund more than once, up to the amount paid.
• Cash payments: the window says Paid in cash: hand the money back, then record the refund here. Give the customer the cash, then issue the refund to record it.
• If a refund stays “Refund pending”, check your Square or Stripe dashboard to see whether it went through. It updates in Packyard when it does.
• Refunds you make in your Stripe dashboard show up in Packyard too, and are counted once.
• After switching processors, you can still refund older payments. The refund goes through the processor that took the payment.
• Packyard fee: if Packyard took a fee on a Stripe payment, the same share of it is given back with the refund.
• Disputed payment? Don’t refund it here while the dispute is open. See Handle a disputed charge.
• The customer gets a text when a refund goes through, with the amount and a link to their updated receipt. This only happens if your business’s texting is set up and the customer hasn’t opted out of texts. Card refunds can take a few days to show on their statement.
• Refunds show in the Refunded column of the sales and payroll reports, and groomer commission and tips are adjusted. A refund counts in the same period as the original payment, not the day you refund it.

• Send a receipt
• Handle no-shows and cancellation fees
• Handle a disputed charge