Process Full & Partial Refunds in Vonigo (Vonigo Pay & External Payments)

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Refund Processing for Payments Made via Vonigo Pay
Full Refund Processing for Payments Made Outside Vonigo Pay
Partial Refund Processing for Payments Made Outside Vonigo Pay

Refund Processing for Payments Made via Vonigo Pay

Tutorial Link - Includes Royalty Adjustments

Before proceeding, please note the following:

If a payment has been exported to QuickBooks or is marked as "Complete" and the "Refund via Vonigo" option is not available, follow these steps:

1. Email Vonigo Support:
   Send an email to support@vonigo.com with the following details:

   • Your location

   • The payment ID number(s) for the affected payment(s)

2. Request Payment Unlock:
   Ask Vonigo support to unlock the affected payments, allowing you to proceed with the refund.

3. Wait for Confirmation:
   Once Vonigo confirms that the payment has been unlocked and is open for editing, you can follow the refund instructions below to complete the process.

Full Refund for Payments Made Outside Vonigo Pay

1. Navigate to the Invoice Tab:
   Go to the Invoice tab in Vonigo.

2. Select the Payment to Refund:
   Find and select the payment you wish to refund from the Payment white-tab boxes.

   • If only one payment has been made, the payment box will automatically open without needing to select anything.

   • If multiple payments exist, each payment will need to be refunded individually (for partial refunds, see the next section).

3. Update the Payment Record:
   For a full refund, delete the payment record, as Vonigo will not allow you to save a payment of $0.

   • This will zero out the payment record.

4. Cancel the Invoice:

   • After deleting the payment, click the Invoice tab in the top right.

   • You will see the invoice still showing the full program amount, "0" paid, and a balance owed.

   • In the Actions Menu, select Cancel Invoice to cancel the invoice.

5. View Canceled Invoices:
   To view canceled invoices, navigate to the far-left menu (purple) and select More Views from the Actions menu.

   • Select Canceled Invoices to see these records.

   • Note: This selection will stick if you navigate away from the invoice menu. Be sure to return to the "All Non-Canceled Invoices" view to go back to the default invoice screen.

Partial Refund for Payments Made Outside Vonigo Pay

1. Navigate to the Invoice Tab:
   Go to the Invoice tab in Vonigo.

2. Select the Payment to Refund:
   Find and select the payment you wish to refund from the Payment white-tab boxes.

   • If there are multiple payments, refund each payment until you get to the one that needs only a partial refund.

3. Edit the Payment Amount:

   • Click Edit to modify the payment amount within the payment box.

   • Do not select "Refund via Vonigo Payments" if the payment was made outside Vonigo Pay.

   • Changing the payment amount will not trigger a refund prompt via Vonigo Payments—it will simply adjust the payment amount.

4. Optional: Update the Invoice Balance:

   • If you want to show that the client still owes towards the invoice, do not proceed with this step.

   • To zero out the invoice and reflect that the client no longer owes anything, update the program total under Appointments to reflect the new balance.

   • This will adjust the "amount owed" to zero.

Whether processing a full or partial refund, these steps help ensure that both Vonigo Pay payments and external payments are accurately recorded and refunded. For any payments that have been marked as "Complete" or exported to QuickBooks, remember to first email Vonigo support to unlock those payments for editing.

By following these steps, you can maintain accurate invoicing and refund records within Vonigo. For further assistance, contact Vonigo Support at support@vonigo.com