It's possible to request a refund for a client payment within Ignition. However, every refund request is reviewed by our team as this is a high-risk function for both Ignition and your business.

Note that your clients can still dispute (chargeback) payments even after they are refunded through Ignition. To limit this risk to your business and ours, not all refund requests can be approved. Ignition also reserves the right to refuse to process a refund of any value based on a risk assessment of your business and history.

We are unable to refund payments on these conditions:

While we highly recommend that refunds should be processed within Ignition, if your refund matches any of above points you will be unable to use the refund function and will need to return funds outside of Ignition.

As an Administrator user on the Ignition account, to request a refund on a client payment:

In the Clients tab → select the client.

Navigate to the Invoices tab in their client file → find the impacted transaction

[Note: The payment collection must be completed]

Click the invoice to view the invoice details → click Request refund

Review the details → select a Reason for the refund → click Submit.

This request will be sent to our team for review and an email will be sent to you to confirm the refund request has been submitted.

Once a refund is approved to proceed, Ignition will:

When the invoice is already collected, the whole refund process will take about 7-14 banking days.

Once the refund is processed and approved, the default contact on the client file will receive an email to notify them that their refund is on its way.

Once you've submitted a refund request, you will receive an email to confirm the refund is currently being reviewed.

Once reviewed, you will receive an email notification with the decision.

Additionally, the refund request activity will display in under the invoice in the Invoice tab and in the Activity section of the invoice.

Please note that when we are processing refunds, the system may offset this with any incoming or in-transit disbursals.

For example, if you submitted a refund request for $500 but you have an incoming disbursal of $200, the system will remove your disbursal and then deduct the difference ($300) from your account.

Refunds will need to be manually recorded in Xero once the refund has been processed by Ignition. Here is a step-by-step guide on how to request a refund in Ignition and how to manage the transaction in Xero.

Refunds will need to be manually recorded in QuickBooks once the refund has been processed by Ignition. Here is a step-by-step guide on how to record a refund in QuickBooks.

If we are unable to reverse funds from your account, we will be unable to complete a refund, and we will notify you of possible issues such as:

At the current moment, we are unable to process "partial" refunds - refunds of only part of an amount paid by your client.

If a refund is processed by us we will refund the total amount paid by that client in that transaction. If you require a partial refund please perform this external to Ignition by bank transfer to your client.

We do not charge any additional fees to process a refund. The customer will receive the full amount of the payment back into their bank account.

We do not and cannot refund the original transaction fee for the successful collection from the customer.

If a refund is issued for a payment with a surcharging fee, the surcharging fee will be returned to the client as part of the refund.