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We support issuing a refund straight from the Firmhouse portal. You can also issue refunds via your Payment Service Provider account. For subscriptions connected to Shopify, always start from the customer’s Payments section in Firmhouse and choose Refund payment. Firmhouse uses the individual payment to show the appropriate refund flow, even if the subscription’s payment method has changed since that payment.

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Refunds for Shopify orders

A Shopify order does not always mean Shopify collected the payment. For example, Firmhouse can collect a recurring SEPA payment and then create the order in Shopify. Refunding that order in Shopify does not trigger a refund of the payment collected by Firmhouse. When starting from Shopify, open the customer in Firmhouse and start from Payments to check the refund route for the individual payment. If the Shopify refund dialog has no order link, find the original order in Shopify or contact support for help locating it. The payment cannot be refunded directly through Firmhouse. Refunds completed in Shopify are not automatically reflected in Firmhouse payment and invoice statuses. Check the refund in Shopify before attempting another refund or making bookkeeping adjustments.
Note: Issuing a refund for a payment does not automatically generate a credit note. See additional information at the bottom of this article.

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Issuing a refund for a Firmhouse-collected payment

The steps below apply to payments collected through Firmhouse. For Shopify-collected payments, choose Refund payment in Firmhouse and follow the dialog’s link to complete the refund in Shopify. The Shopify dialog has no amount or reason form.

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Steps

  1. In your Firmhouse project, find the customer you want to issue a refund for. You can do this from the customer search, the customer overview, or from an individual invoice.
  2. On the customer detail page, scroll down to the section called Payments.
  3. Find the payment you want to issue a refund for and click the button with the three horizontal dots to open the action menu for the payment.
  4. Click Refund payment. This will open a dialog.
refund_button

  1. In the dialog enter the amount and the reason for the refund.
refund_modal

  1. Click Create refund.
The refund has now been issued via the Payment Service Provider and will have the status pending. As soon as the refund has been successfully issued the status will change to refunded.

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Checking the status of a Firmhouse refund

If a refund has been issued you can monitor its status from the Payments overview on a customer detail page. The refund and its status will be visible after clicking the icon with the plus-sign [+]. For a refund completed in Shopify, check its status on the original order in Shopify. refund_pending

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Additional information on issuing refunds

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Refund time and other conditions for refunds

From the Firmhouse portal you can issue a refund with an amount up to the original transaction amount. It might take up to 10 working days before the issued refund lands on your customer’s bank or credit card statement. There are also other limits that can apply. For example, you can only issue a refund for an iDEAL | Wero payment within the first 180 days after the original payment was made. Please review the instructions from your Payment Service Provider with specific timelines and constraints.

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Refunding payments and crediting invoices

It is important to note that refunding a payment will at this moment not yet automatically generate a (partial) credit note. So before or after issuing a refund payment you will need to create a credit note to keep the revenue in your bookkeeping aligned.