When you need to return money to a customer, 360Player gives you two options depending on how the invoice was paid. This article walks through both, what happens after, and when to refund versus void.
Refund vs Mark as refunded
The action you see on an invoice depends on how it was paid:
Refund — appears on invoices paid through your connected payment provider (Adyen or Stripe). Money is actually returned to the customer's card or bank account.
Mark as refunded — appears on invoices paid outside the platform (bank transfer, cash, manual mark-as-paid). No money moves; 360Player just records that the invoice was refunded. You handle the actual return yourself.
How to refund
Go to Payments → Invoices and open the invoice you want to refund.
Open the Actions menu and choose Refund (or Mark as refunded, depending on how the invoice was paid).
If it's a real Refund, choose the amount:
Full refund — returns the entire remaining amount.
Select amount — enter a specific amount to refund. You can run several partial refunds on the same invoice until the full amount is returned.
Pick a Reason for refund (required): Other, Chargeback, Returned Goods, Product Unsatisfactory, Overcharged, Duplicate, Billing Error, or Fraudulent Charge. The reason is stored on the credit note for accounting.
Confirm. The refund is issued immediately.
Refunds cannot be undone. Once issued, the only way to recover the funds is to invoice the customer again.
What happens to the invoice and the customer
Invoice status — a fully refunded invoice moves to status Refunded. A partial refund leaves the invoice in Paid with a partial-refund indicator and shows the remaining refundable amount.
Credit note — every refund generates a credit note with the reason you selected. You'll find these in Payments → Credit notes.
Bank timing — for real refunds through Adyen or Stripe, the money may take 5–10 business days to appear on the customer's statement.
Provider fees — depending on your payment provider and processing terms, the original transaction fees may not be returned. Check with your provider for specifics.
Product assignments — products that were assigned to the customer through this invoice are not automatically removed. If the refund means the customer should lose access to a membership, registration, or other product, revoke the assignment manually under the customer's profile.
Subscriptions — refunding a single invoice does not cancel the underlying subscription. If you want to stop future invoices, cancel the subscription separately.
When to refund vs void
Use | When | Effect |
Refund | The invoice was paid | Returns money (or records an out-of-band return) and creates a credit note. Invoice → Refunded. |
Void | The invoice was issued but never paid | Cancels the invoice without payment moving. Invoice → Voided. See Void an invoice. |
Mark as uncollectible | An unpaid invoice will never be paid, but you want to keep it for the record | Marks the invoice as bad debt without voiding it. |
Disputes and chargebacks
If a customer disputes a charge through their bank instead of asking you for a refund, the payment provider handles it as a chargeback. Do not issue a refund on a disputed invoice — you may end up paying back the amount twice. Wait for the dispute to resolve, then refund only if the dispute is decided in the customer's favor outside the provider flow.
Troubleshooting
The Refund button is greyed out with a "Currently processing" tooltip. The invoice is mid-flight at the payment provider. Wait a few minutes and try again.
"Mark as refunded" is the only option even though the customer paid by card. The invoice isn't flagged auto-refundable in our system — usually because the payment provider entity is missing or the original charge was reconciled out-of-band. Refund the customer directly in your provider dashboard, then use Mark as refunded to keep 360Player in sync.
The customer didn't lose access to their product. Refunds don't auto-revoke product assignments. Open the customer's profile and remove the assignment manually.