No one loves giving refunds, but HoneyBook knows that sometimes, they're just a part of doing business. That's why, if you're processing all of your payments through HoneyBook, we make the refund process secure and easy.
In most cases, the client payment you want to refund has already been transferred to your bank account, so HoneyBook will need to collect the funds from your bank account to issue the refund. The good news? You don't pay any transaction fees on refunded payments, and we only draw from your bank account the amount that was originally transferred to it. Your client should see the refund—the full amount that they paid—in their account within 3-10 business days for credit card refunds and 7-14 business days for ACH refunds.
HoneyBook Tip: This article is a walkthrough of initiating a refund from you to your client, and does not address receiving a refund for any part of your HoneyBook membership. If you need to cancel your HoneyBook account, please send us a message by clicking the Question Mark icon on any HoneyBook page.
PLEASE NOTE: Always issue the refund, using the process detailed below, before making any edits to the services or payment schedule. Once the refund is issued, we’ll automatically recalculate the payment schedule for you.
In this article, we’ll review:
Issuing a refund
1. From your HoneyBook home page, navigate to the project on which you'll be issuing the refund.
You can search for a specific project via the search icon, or select the Projects tab to review your full list of projects.
HoneyBook Tip: You can also issue a refund from the Payments tab of your Bookkeeping section! Just find the payment you need to adjust, click to expand the payment information, and click Issue Refund.
2. Once you've opened your project, you can either locate the specific file that contained the payment via your Files tab.
3. From within the file, find the payment you'd like to refund and select the 3-dot icon.
4. Select Full / Partial Refund from the menu that appears.
5. In the Refund Amount field of the pop-up, enter the dollar amount you'd like to refund.
This can either be the full amount of the payment, or a partial amount.
HoneyBook Tip: If you issue a partial refund now, you can can always issue the remaining payment amount (or another partial amount) as a refund at a later date!
6. Now, if you have not yet, you’ll need to connect a bank account that you’ve designated for refunds. Click Connect Bank Account.
Your refund flow look a little different than this? No worries — just proceed with refunds the way you have in the past, and feel free to contact us with any questions!
PLEASE NOTE: Though you’re welcome to connect the same bank account you set up to receive payments, that account will not automatically populate here. We understand that sometimes, money moves around — so we want to give you the opportunity to select any bank account through which to process refunds.
HoneyBook Tip: If you’ve already been through this process to issue a previous refund, we’ll save your bank account info for easy processing next time! In this case, you can skip to Step 9. Alternatively, you can always click Use a Different Bank Account to set up a different account.
7. If you’re connecting your bank account for the first time, select your financial institution from the provided list (or use the search bar to find it).
8. Follow the steps to complete the online login for your bank.
PLEASE NOTE: If you logged into a financial institution through which you have multiple accounts (for example, if you have both a savings account and a checking account with the same institution), you’ll be prompted to select which account you’d like to use.
9. Once you’ve completed the steps to connect your account, we’ll take you back to the refund screen. Double check that the amount you’re refunding is correct, and when you're ready, click the Refund button.
Your client will receive an email confirmation that their payment has been refunded. Now, if you need to make corresponding edits to the services or payment schedule, you can do so, and resend the document to your client.
When a refund can NOT be issued
A refund cannot be issued:
If the payment was made outside of HoneyBook and manually marked as paid (however, you CAN manually mark those payments as refunded if you issued the refund outside of HoneyBook — just for your records!)
When a file is expired
When 90 days has passed since an ACH payment was made. Credit card payments may be refunded at any time but ACH payments have a 90 day refund window.
When a file is in draft mode. In this case, either resend the file with the edits you've made before refunding, or delete the current draft via the trash can in the draft drop-down menu.
Why is it giving me an error that I have insufficient funds when I select an account?
Through our partnership with Plaid, we’re able to detect immediately whether you have enough funds to cover the refunded amount in order to prevent you from over-drafting. If you do not have sufficient funds in that particular account, you’ll want to click on “Connect to different account” to return to the list of sub-accounts. You can also click “Try Later” to exit the refund process and return to it another time when funds are available.
Why are some of my accounts greyed out?
We only allow refunds to come from depository accounts where we know that funds can be easily transferred to another account.
What if I don’t have enough in my bank account to cover the refund? Is there an alternative way to refund?
If you do not have sufficient funds for a refund, you can try the refund later when funds are made available in your bank account.
Can my team members issue a refund?
Refunds can be issued only by the account owner, the file owner, or anyone who is an admin on the company team.
Is this secure?
Yes! We partner with Plaid, a third party system that uses end-to-end data encryption to ensure that your information remains secure.
I issued a refund, but my client no longer has access to their original payment method—what happens to the refund?
Even if your client no longer has access to their original payment method (i.e., they cancelled their card), if they are still with the same bank, the refund will be routed to their account. If they no longer have a relationship with their bank, the bank may still provide the refund via check.
If your client does not receive the refund within 30 business days, please reach out to our Concierge team for further assistance.
Want to learn more?
Still have questions? Feel free to send us a message by clicking the Question Mark icon on any HoneyBook page. Our team is always happy to help!