cash being refunded

How to Issue a Refund in Infusionsoft

Looking to issue a refund to one or more customers using Infusionsoft? If you are reading this post, I’m assuming this answer is yes.

Infusionsoft is a powerful customer relationship management (CRM) tool that’s loaded with features, including the ability to issue refunds. For a step-by-step walkthrough on how to issue a refund using Infusionsoft, keep reading.

When to Issue a Refund

According to Infusionsoft’s help page, users may issue a refund when the following two circumstances happen:

  1. The customer’s payment was processed through a merchant account that’s linked to your Infusionsoft (note: you cannot issue a refund if the customer used a different payment processor).
  2. The payment has cleared and is no longer being shown as “pending” in Infusionsoft. Once the payment has been settled, the funds will be deposited into your Infusionsoft account, at which point you can refund the customer for the amount he or she was initially charged.

Steps to Issuing a Refund in Infusionsoft

  1. To issue a refund, log into your Infusionsoft account and open the contact record of the customer to whom you wish to issue the refund.
  2. Click the Order tab to access all purchases made by the customer.
  3. Scroll through the Order list and choose the one that you with to refund.
  4. Click the Refund Payment button and tick the box next to the payment you wish to refund.You will then be asked to enter a reason for the refund (e.g. sent wrong size, customer wasn’t happy with product, item misrepresented, or the customer simply did not want it). This is more for your own personal reference, so don’t worry about creating a long, drawn-out reason.
  5. After entering the reason for the refund, click Next to proceed.
  6. Click Refund to initiate the refund. If you do not see the gateway listed, you’ll have to log into the merchant account associated with the transaction to issue the refund separately. Access Error Handling to tell Infusionsoft how to handle failed automatic refunds.
  7. Infusionsoft has one of two different options for this purpose:
  • If an automatic refund fails, record the refund anyway.
  • If an automatic refund fails, skip that payment.

Choose the option that’s best suited for your particular needs and click Next to proceed.

Access the Issuing a Credit section to specify the amount owed by the client once the refund is complete. In most cases, the amount due will be $0, simply because you are refunding the entire purchase order.

There are times, however, when, users may issue a partial refund, at which point they may ask the customer to pay the difference after issuing a full refund. When you enter a positive amount in this fuel, the customer’s balance will be pending once you void the transaction.

If you need further assistance with your refunds, check out Infusionsoft’s help page at

Did this tutorial work for you? Let us know in the comments section below!

Article Name
How to Issue a Refund in Infusionsoft
Infusionsoft has the ability to accept payments, so it only makes sense it provides a way to refund customers when the need arises. Follow these steps to learn how to issue refunds.

3 Comments to How to Issue a Refund in Infusionsoft

  1. Clint says:

    I haven’t needed to utilize this just yet, but i’m sure the inevitable is coming at some point. Will be bookmarking for future reference.

  2. Holly Bealle says:

    Very timely post. This worked well for me. Thank you!

  3. B. Taladay says:

    Worked well. I’m glad I came across your article. I’ve found a lot of other useful information on your site.

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