The public invoice page your customer opens has a link for reporting a problem. It lets them ask the shop for a refund without going to their bank first. The request goes into your Disputes queue as a Refund request. No money moves until you act.
What the customer sees
At the bottom of the invoice page is the link "Something wrong with this invoice? Request a refund". It opens the Request a refund window. The window says "Your request will be added to the shop's disputes queue for review."
The customer fills in:
- Email on the invoice: it must match the email you have on file for the customer on that invoice. This is an anti-spam check.
- Amount requested ($): it starts at the invoice balance, or the invoice total when nothing is owed.
- Reason for refund: at least 10 characters. The box asks them to be specific so you can resolve it quickly.
They click Submit request. The window then says Request received and that the shop will reach out at the contact info on file.
Rules the customer runs into
- The amount can't be more than the invoice total: "Refund amount exceeds the invoice total ($[total])."
- If the invoice isn't found, or the email doesn't match, the answer is the same on purpose: "We couldn't match that invoice and email. Check the email you used with the shop, or contact the shop directly."
- Too many tries gets "Too many refund requests. Please try again shortly."
What you see
- Open Disputes from the Sales section. It is also at /app/disputes.
- The new row has the status Needs Response. It shows the customer's name, the invoice number, the reason they typed and the amount they asked for. The list doesn't label the row as a refund request.
- Open it. The small line above the amount reads "Dispute · Refund request" (shown in capitals), and the timeline starts with "Customer-filed refund request".
Owners, admins, managers, front desk and service writers can open the Disputes queue. Technicians cannot.
Filing a request does not refund the customer and does not change the invoice. Decide what to do, then handle any refund yourself. The Lifecycle panel on the dispute offers the next stages, such as Gathering or Accepted. See Refunds and credits for issuing a refund, and What to do when a customer disputes a charge for working the queue.
Frequently asked questions
Q: Does the customer get a refund automatically?
A: No. The request only adds a Refund request to your Disputes queue. You decide what to do and issue any refund yourself.
Q: Why does the customer see We couldn't match that invoice and email?
A: The email they typed doesn't match the email on the customer record for that invoice, or the invoice wasn't found. The message is the same for both on purpose.
Q: How much can a customer ask for?
A: Up to the invoice total. The amount starts at the balance, or at the total when nothing is owed.
Q: Who in my shop sees refund requests?
A: Owners, admins, managers, front desk and service writers. Technicians can't open the Disputes queue.