What good looks like
The customer balance and payment history reflect the approved correction without deleting the original transaction.
Have these details ready
- The invoice and payment history
- Documented reason and authorized amount
- Company thresholds for refunds and write-offs
Run the workflow
-
Choose the right correction
Use a credit note to reduce billed value, a refund to return collected money, a payment reversal for a supported transaction correction, or write-off for approved uncollectible debt.
-
Verify limits
Confirm remaining creditable/refundable amount, taxes, prior partial refunds, open balance, processor status, and approval threshold.
-
Enter the request
Record amount, reason, effective date, supporting notes, and attachments. Link the correct customer, invoice, and payment.
-
Route approval
If the amount crosses policy, submit Request Approval and monitor Refund Approvals or Write-Off Approvals. Do not split amounts to avoid approval.
-
Apply and communicate
After approval, record/apply the correction, verify balances and accounting status, then send an appropriate customer document or explanation.
Check your work
Do not call the workflow complete until these statements are true.
- Original invoice/payment history remains visible
- Correction amount and reason are approved and traceable
- Invoice, customer, processor, and accounting balances agree
If something does not look right
A refund exceeds the remaining amount
Review prior refunds and applications; correct the requested amount rather than overriding the control.
The processor refund failed
Keep the financial exception open in Reconciliation, capture the failure, and retry only through the approved processor workflow.