Refund a card payment
Use the invoice record to send a Stripe card-payment refund for approval. Submitting the request does not issue the refund. An Owner or Office user must approve it before Stripe receives it.
Request a refund from the invoice
- Open the invoice and find the card payment in its payment history.
- Under Issue refund for payment, enter the Refund amount in dollars and Reason for refund.
- Select Issue refund. The invoice shows Refund sent for approval.
The form is available only to Owners and Office users for a received Stripe payment. The payment must have a Stripe payment reference and cannot have an open dispute.
Approve the refund
- Open Automations and select Approval history.
- Leave Awaiting review selected, then find the Stripe refund request.
- Select Approve.
Approval sends the request to Stripe when the refund still passes its checks. After it is handled, the row no longer appears in Awaiting review; find it under Approved to confirm the review step is complete.
Retry an interrupted refund
If a refund was approved but needs recovery after an interrupted attempt, open it under Approved and select Retry refund. Thermal checks Stripe for a refund with that approval before it creates another one.
When a refund request is refused
- Enter a refund amount and reason. Both fields are required.
- This role cannot stage refunds. Only Owners and Office users can request or approve Stripe refunds.
- Stripe refund suggestions are turned off. An Owner can turn the Stripe refunds module back on in Automations → Rules & bounds. New organizations start with this module set to Suggested.
- This payment cannot be refunded in Stripe. Use a received Stripe payment on the invoice.
- a dispute is open on this payment — resolve the dispute before requesting the refund.
- Refund exceeds the remaining refundable balance (<amount> cents). Enter an amount no greater than the balance still available to refund.
If approval cannot reach the connected Stripe account, Thermal shows Stripe is not connected for this payment.