Stripe payments cannot be deleted once created because they form part of regulated financial records. Every transaction is logged in Stripe’s system and the card networks (Visa, Mastercard, etc.), ensuring compliance, auditing, and dispute resolution. If linked to an invoice, the payment record must remain intact to preserve the accounting trail. Instead of deletion, businesses can refund, void, or issue credit notes, which adjust the invoice and maintain transparency.
In This Article
- Refunds Where a Booking is Cancelled
- Recording the Refund in Pet Manager
- Recording the Refund in Stripe
- Refunds Where a Payment is Made Incorrectly
There are two scenarios to consider when looking at how to proceed with Stripe refunds. They are handled slightly differently:
- Refunds where a booking is cancelled
- Refunds where a payment is made incorrectly
Refunds Where a Booking is Cancelled
Cancelling the Booking
First, locate the booking. Then, open the status drop-down menu in the top-right corner and select Cancel Booking.
When refunding the entire amount paid (minus stripe fees) make sure you put a zero (0) into the non-refundable amount field.
If you wish to retain the non‑refundable portion (such as a deposit) and refund the remainder, simply leave the non‑refundable amount as calculated. The system will process the refund for the balance only.
You may wish to put a reason into the cancellation reason box, and then press Cancel Booking.
This action will create a credit note against the booking for the amount paid,
Recording the Refund in Pet Manager
Then go to the Credits / Refunds tab of the booking and find the resulting credit note in question.
Select Refund Credit from the dropdown next to view.
Select the payment method as Stripe (important), amount and date/time then press Save.
Recording the Refund in Stripe
Go to the Payments tab of the booking, find the original Stripe payment, then use the dropdown next to View and select View on Stripe to open the transaction in your Stripe account.
If you’re not logged into Stripe, you’ll need to sign in first. The system should then display the relevant payment. If it doesn’t, you can search from the Payments screen by using the payment date and amount or invoice number.
When viewing the payment in Stripe, click the Refund button in the top right.
If viewing the payment transaction list in Stripe, click the three dots (…) next to the payment and select Refund Payment.
From there select the refund amount and reason.
You can refund any amount up to the total paid, including partial refunds (e.g. minus fees). To keep records consistent, it’s preferable to match the refund figure shown in Pet Manager.
Once completed, press Refund. Please note this action does not automatically update in Pet Manager, so you’ll need to complete the earlier steps to ensure the refund is reflected there as well
Please note that the timeframe quoted for a refund to be processed via Stripe is approximately one week.
Refunds Where a Payment is Made Incorrectly
From time to time, a customer may pay the incorrect amount on a booking (for example, paying the full balance instead of only the deposit). In such cases, the overpayment needs to be refunded.
In the customer’s account, create a credit note for the amount to be refunded. Ensure you add a clear note specifying the reason for the credit,
On the new credit created, click the View button and select Refund Credit as outlined in the steps above. Record the refund using the method Stripe to ensure consistency in transaction records.
In your Stripe account, issue the refund by following the steps outlined above. HERE
Within the booking, go to the Invoices / Quotes tab and add an adjustment for the amount that was entered by mistake. Be sure to add a note explaining the reason, with a clear description.
The adjustment will generate a new line entry, which must be consolidated with the original invoice. To do this, use the button to merge the entries.
A new invoice will be created displaying the outstanding payment, while the original invoice will be marked as consolidated. This ensures that the refund is properly reflected and the records remain accurate.
Example of an invoice that has been consolidated
Example on invoice of the adjustment made.
For More Information
On deleting payments view - Reversing (Deleting) Invoice Payments
On creating invoices and consolidation view - Invoice Consolidation
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