Customer refunds overview
With Customer refunds, you can record refunds that you issued outside of Sage Intacct and clear the associated credits. Use customer refunds to resolve credit balances when a customer does not intend to make future purchases or to handle a refund request that arises from a customer dispute.
About
In Intacct, a customer refund is record of payment that you've already made to a customer. When you record a refund, Sage Intacct provides a list of available credits for the customer, based on the selected currency. You match the credits to the refund and adjust the refunded amount for each credit as needed.
When you post the refund, Sage Intacct automatically clears the selected credits, ensuring the customer’s account remains up to date. Since customer refunds reflect transactions that occurred outside of Sage Intacct, the payment method is always Record transfer.
Reporting and visibility
Refunded credits appear in Accounts Receivable (AR) statements and the following reports:
- AR Ledger report
- Customer reconciliation report
- Bank register
- Sales register
- Invoice analysis report
- Bank reconciliation report
Before you begin
To start using customer refunds, first enable the option in your Accounts Receivable configuration. During setup, select the journal where refunds will be posted and define the document sequence for refund numbers.
After enabling refunds, grant permissions to users who need to create or manage them. Users will not see Refunds in the Payments menu until they have the required permissions.
Workflow
1. Issue customer refund
- Process the refund using your payment processor or another method external to Sage Intacct
2. Record the customer refund record in Sage Intacct
- Select the bank, currency, and payment details
- Select the refunded credits from available adjustments, overpayments, negative invoices, and advances
- Refund a credit in full or enter a partial amount
3. Post the refund
- Posting the refund clears the selected credits
- Save the refund as a draft if you are not ready to post it
- Credits in a draft refund remain selected until posting
Regional availability
Customer refunds is generally available in the following regions:
All regions
Additional information or limitations
- A negative invoice is eligible for refund only if it does not contain a positive line item, even if a negative balance remains.
- Inline credits cannot be selected as refunded credits.
- Refunds are only supported in base currency.
- If your company uses multiple base currencies, you will not see the customer balance when you record a customer refund at the top level.
- CSV import and REST API support customer refunds.
