Inbox & follow-ups·Setup3 min read

Record a refund

Refund the customer through the original channel, then link the partial or full refund to the exact payment while preserving its receipt and correction history.

In this guide

1. When to use Refund vs. Correct record
2. Sending the refund
3. Recording in Yesoma
4. The Refunded tab
5. Limitations
6. Who can do this

Refund a customer when something didn't work out — service cancelled, duplicate payment, dispute. Yesoma doesn't move money, so you send the refund through the channel they originally paid on first, then record it here so your invoice, case status, and revenue stats stay accurate.

1. When to use Refund vs. Correct record

You did this	Use
Recorded a payment by accident, no money actually moved	Correct record (preserves evidence and recomputes the balance)
Customer paid, you've now sent some or all of the money back	Record refund against the exact payment

A full refund is a terminal invoice outcome. A partial refund preserves the paid invoice history and records the amount returned. Once a payment has linked refund evidence, it cannot be corrected as though the payment never happened.

2. Sending the refund

Yesoma doesn't process refunds — you send the money back through the same channel the customer originally paid on:

Africa MoMo markets — refund via MTN MoMo, Airtel Money, M-Pesa, whatever they used
US — Zelle, Venmo, bank transfer
UK — bank transfer, Revolut
EU — SEPA bank transfer
Brazil — Pix
Mexico — OXXO, bank transfer
India — UPI, bank transfer
Philippines — GCash, bank transfer
Australia / NZ — PayID, bank transfer
Anywhere else — your bank, the payment app they used, however the money got to you

The refund dialog in Yesoma shows examples relevant to your country so you don't have to think about it.

3. Recording in Yesoma

Open /quotes and find the invoice.
Open the drawer and choose Record refund.
Select the payment that funded the refund. Enter the amount actually returned, refund date, method, optional reference and reason.
Review the remaining refundable amount and choose Record refund.

What happens:

A separate numbered refund record links to the original payment
The original payment receipt remains preserved
A full refund changes the invoice to Refunded and moves the linked case Won → Lost
A partial refund remains visible without rewriting the original receipt amount
Customer Hub shows the receipt and its linked refund history
Insights subtracts the recorded refund amount on the refund date

The drawer's payment ledger shows the refund with its number and original payment relationship. The activity trail retains the reason and actor evidence.

4. The Refunded tab

Use the Closed filter to review fully refunded invoices. Partially refunded payments remain visible inside the original invoice ledger.

5. Limitations

Refunds cannot exceed the still-unrefunded amount of their source payment.
There is no silent Undo refund. Original receipts and refund evidence are preserved. If a refund record itself is wrong, stop and use the documented support/correction process rather than inventing another payment.

6. Who can do this

Same gate as the rest of invoices: Workspace Owner or Admin. Managers, Agents and Viewers cannot record a refund.