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How to Issue a Refund

NOTE – THIS PROCESS IS ONLY POSSIBLE ON NUCLEUS INSTANCES THAT USE STRIPE FOR PAYMENT, AND WITHIN THAT, SPECIFICALLY INVOICES THAT HAVE BEEN PAID ONLINE

This is a two stage process, involving:

  1. Raising a (partial or full) Credit Note against the invoice
  2. Issue the refund from the Credit Note’s Details

Before actioning this, you will need to check that the content of the email templates that will be triggered are set up as you wish. In this occasion, you will need to check the batch/CreditNote template only. Please review this article to see how to manage email templates.

How to Raise a Credit Note

This is the first initial step you need to action:

  1. Log into the Admin Interface
  2. Go to Actions>Invoices
  3. Use the column filters to find the invoice you need to Credit
  4. Click on Actions>Issue Credit Note
  5. A pop-up box will appear asking how much is the amount you want to Credit
  6. Enter the required amount (EXCLUDING VAT)
  7. Enter a Reason for the Credit Note
  8. Click Create
  9. A Credit Note email will be triggered and sent to your user, via the template batch/CreditNote
  10. The invoice will now be highlighted as being credited on your Invoice List

Note – If the invoice was paid offline (ie. not on Nucleus), you will not be able to issue the refund the payment via Nucleus as the system will hold no record of the payment account. Instead, once you have issued the credit note you should refund the payment via method it was paid.

How to Issue a Refund

If the invoice was paid on Nucleus and via Stripe, follow the next section to issue the refund.

  1. Log into the Admin Interface
  2. Go to Actions>Invoices
  3. Find the invoice with the Credit Note against it on your Invoices List
  4. Click on Actions>Details
  5. The page Edit Existing Credit Note opens
  6. Alongside the Amount field – which displays the amount that has been Credited – there is a link to Refund. Click on this
  7. A pop-up will appear. Type in I AM SURE
  8. Click Continue. The amount will now be refunded
  9. On the Invoice List, the Credit Note will be marked as Paid and turned red