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Frequently asked questions
FAQ-050What is the difference between canceling an invoice and refunding a payment?Invoices, payments and payment plans · Agency and team
Canceling changes the invoice’s administrative status and preserves its audit history. Refunding returns money and is a separate operation on a payment. To cancel, the form asks for a reason, your profile name as a signature, and confirmation; if payments are recorded, MFA verification is required. Cancellation does not delete those payments or issue a refund.
Before returning money, verify the original transaction, amount, and outcome of the applicable refund process. Do not record a fictitious payment or use cancellation as a substitute for a refund.
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