If you've refunded a paid invoice, you should mark that invoice as refunded to reattribute that money on the booking. You can do so by clicking 'Record Refund' on a paid invoice. Note: if you'd likely to simply undo a recorded payment, and don't need to mark the invoice refunded, you can use 'Edit Recorded Payment'.
If necessary, you can now send a Refund Receipt to the payer.
Which route do I need?
What's possible depends entirely on how the payment was taken. Open the booking, go to Payment → Invoices and open the invoice to see how the payment against it was recorded.
It was recorded manually — someone on your team marked it as paid after a bank transfer, cheque, cash or e-transfer.
Open the invoice and unrecord the payment (using 'Edit Recorded Payment').
With no payment recorded against it, the invoice can now be voided if you need to void it.
If you're correcting rather than cancelling, fix the invoice and record the payment again with the original date, method and reference.
Unrecording a manual payment doesn't move any money — it only changes what Gigwell has on record, which is what unlocks the invoice. See the article on unrecording a payment and editing the invoice for the full sequence.
It was paid through Stripe or PayPal — your buyer paid through the processor in the payment portal.
This invoice can't be voided, and the payment can't be refunded from inside Gigwell.
Issue the refund in Stripe or PayPal directly, through your account with that processor.
Once the refund has actually gone through, start a chat from the messenger and we'll help you reconcile what Gigwell shows against what the processor did.
Before you undo anything, check whether the artist has already been paid out. Undoing a recorded payment doesn't undo a payout, and it's easy to end up paying twice. Only record a refund against money you have genuinely returned — never use a refund entry to tidy up a record, since it changes what the booking says you owe.
Good to know
A paid invoice can't be voided, only refunded. The manual-payment route above is the one exception: unrecord first, and voiding becomes possible.
A voided invoice stays visible as cancelled and its number isn't reused — a replacement gets a new one.
How to refund a Stripe payment
To refund your client, you have to log in to your Stripe account. You can then look up the charge in your Stripe dashboard and issue a partial or full refund. Depending on your customer's bank, they will see the refund show up between 5 to 10 business days after you have processed their refund from your Stripe dashboard.
Go to dashboard.stripe.com/dashboard, then click on the Payments tab in your Stripe Dashboard and click on the payment you would like to refund:
Click on the Refund Payment button at the top right corner:
You can either process a Full refund, or a Partial refund for the client. Refunds usually take 5 to 10 business days to appear on their statement:
You can issue a refund at any time up to 90 days after the charge. After 90 days, it becomes more likely that certain circumstances may cause a refund to fail - for example if the client's card has expired.
Here's more info on Stripe's refunds.
If you have any questions or need additional help, please reach out to support@gigwell.com or use the chat widget on your screen.