Correct a payment
Choose the correct correction: void, returned payment, refund or write-off.
Open Payments on the case and check the original entry before making a correction. You need permission to manage financials.
| What happened | Use |
|---|---|
| The entry was a mistake or duplicate | Void payment |
| A real payment was returned by the bank | Record a returned payment |
| Money was given back to the family outside Stripe | A refund entry |
| A payment taken through Stripe was refunded there | Nothing. The refund is recorded for you |
| The firm forgave an unpaid balance | A write-off entry |
Void a mistaken entry
Select Void payment on the incorrect entry and confirm. It stops contributing to the ledger totals but remains marked void.
If money was actually received, record a replacement with the correct amount, date and method. Voiding does not reverse a card charge or bank transfer.
Record a bank return
- On the original payment, select Record a returned payment.
- Enter Returned on and the bank reference.
- Select Record the return.
- Check that the balance reflects the returned amount.
This records the full return of the selected payment. It cannot be used on a refund, write-off or already voided payment.
Refund or write off
Select Record payment and set Type to Refund or Write-off. Enter a positive Amount, set Received on to the date of the refund or write-off, and complete the method and reference details where applicable. Select Record payment and check the balance.
A refund ledger entry records money returned; it does not itself send a refund through the processor. Complete the actual refund through the appropriate payment channel and reconcile the record.
Refunds made in Stripe are recorded for you. When a payment the case took through Stripe is refunded, from the firm's Stripe dashboard or with Refund the surplus, the refund entry is added to the ledger automatically. It usually appears within minutes. Do not also record it by hand, or the ledger counts it twice; if it has not appeared by the next day, contact support. If Stripe reports that the refund failed, its entry is voided automatically.
Disputes (chargebacks) are shown, not booked. When a family's bank or card issuer disputes a Stripe payment, the dispute appears under Payments on the case with its status, amount and response deadline, and staff who manage financials are notified. Respond with Open in Stripe. The balance does not change on its own: once the dispute is decided, check the outcome in Stripe and record the corresponding correction. The dispute fee is the firm's cost and never belongs on the case.
A write-off reduces what is owed without recording money received. Use it only for the amount the firm has agreed not to collect.
Refund contribution surplus
Refund the surplus, when offered, is different: it sends refunds for eligible card contributions, starting with the most recent contributors.
Review the warning and confirm only when ready. Processing fees may not be returned. If the result reports failed refunds, check the processor before trying again; a refund may have succeeded there even if the local result failed. Check any remaining credit that must be settled another way.