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Refund a customer

Version 2026.11 Reading time: 3 min Permission required: Refund

When a customer has a credit they will not use, you can pay it back to them. The refund uses up this credit and appears as a debit on their statement.

What you can refund

  • A credit listed in Available credits in the customer account, for example a credit note.
  • The unallocated remainder of a collection, for example an overpayment.

Refunding requires the Refund permission, granted by your administrator. Without it, CAPPS refuses the operation.

Refund a credit

  1. Open the customer's history, then click Open customer account.

  2. Click Refund under the credit concerned in Available credits. For an unallocated collection, you can also click the Refund the remainder icon in the Collections section.

  3. In the Refund the customer window, enter the Amount refunded, or click All. The Credit remaining after refund appears.

  4. Choose the Refund method: Bank transfer (default), Cash, Check, Bank card or Bill of exchange.

  5. Check the Date, then add a Reference (transfer number, check number, and so on) and a Comment if needed.

  6. Click Refund followed by the amount. The message “Refund saved” confirms the operation.

CAPPS refuses the refund if:

  • the amount exceeds the available credit, or the unallocated remainder of the collection;
  • the date is after today, outside an open fiscal year or in a locked period;
  • the document is not validated, active and linked to a customer.
  • Date more than 30 days old (default threshold): enter the Reason for the backdated entry.
  • Same refund entered twice in less than 2 minutes: CAPPS warns you. Click Save anyway only if this is intended.
  • The Refund button is grayed out when the credit has already been used or refunded.

Cancel a refund

  1. In the Refunds block of the customer account, click the Cancel this refund icon.

  2. Enter the Cancellation reason (required), for example “transfer rejected”.

  3. Click Confirm cancellation.

The credit becomes available again. The statement keeps the record: the entry is reversed, never deleted. The reason stays visible under the canceled refund.

A collection that has been partly refunded cannot be canceled. Cancel the refund first, then the collection. See Cancel a collection or declare an unpaid payment.