Choose the refund method that matches the authorised outcome: money returned through a gateway, credit retained in the customer's HostBill balance, or a record of a refund already completed elsewhere. Check the original transaction and any previous refund before proceeding.
01 Process the approved adjustment
- Open the invoice under Payments > Invoices. Confirm the customer, original payment reference, refundable amount and approved reason.
- Review the credit-note settings and your document-correction procedure. When credit notes are enabled, select the invoice items that the refund should cover.
- Choose More Actions > Refund invoice. Select the appropriate method: automated refund through a supported gateway, credit to the client balance, or manual record of an externally completed refund.
- Review the amount and every optional follow-up action. HostBill's refund workflow can include account suspension, termination or other customer actions. Enable only those explicitly authorised for this case.
- Submit once and review the result. For a gateway refund, verify its status and reference in the provider account. For balance credit, inspect the customer's credit history.
- Check the invoice, transaction and credit note for a consistent record. Send the customer the appropriate confirmation through your normal support or billing process.
02 Resolve uncertain results
If the gateway response times out, check the provider before trying again. Record whether the refund is pending, completed or rejected, and preserve the request reference. Explain expected provider processing time using that provider's current information rather than promising immediate bank settlement.
Common questions
Does Manual refund, just record move the money?
No. It records the result in HostBill. Use it only when the authorised money movement has been handled through the external process and can be verified.
Does refunding an invoice cancel every related service?
Review the selected follow-up actions and service records. Financial adjustment and service cancellation are distinct decisions. A partial goodwill refund may leave the service active, while an approved cancellation needs its own verified lifecycle outcome.