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FAQ: Client refunds

Get your questions about refunds and how they work in HoneyBook answered.

Updated over a week ago

For payments made on HoneyBook, you can issue the refund using the project workspace or the Payments screen.

Always issue the refund before making any edits to the smart file’s services or payment schedule. You can learn how to issue a refund by using the links above. Once the refund is issued, HoneyBook will automatically recalculate the payment schedule for you.


Can I cancel a refund?

Once a refund has been initiated, it can't be canceled. However, if your client no longer has access to their original payment method (like if they canceled their credit card), the refund will still be sent to their account if they're with the same bank. If they don't have an account with that bank anymore, they should receive a check for the refund amount.

If your client doesn't receive the refund within 30 business days, contact HoneyBook's concierge team at [email protected].


Can my team members issue a refund?

Refunds can only be issued by the HoneyBook account owner, the file owner, or someone who is an admin or super admin on the company team.


Do refunds include transaction fees?

When you process a refund, you're charged only for the amount that was originally transferred to your bank account (which would equal the payment minus the transaction fees). These fees are added back to the refunded amount, so your client can expect a full refund.


Are refunds secure?

Yes! HoneyBook uses a third-party system called Plaid, which encrypts all your information to keep it secure. Learn more about how Plaid keeps your financial information safe.


I’m getting an error that I have insufficient funds when I select an account. How do I fix this?

HoneyBook can immediately tell if you have enough money in your account to cover the refunded amount (via a partnership with Plaid), so you won't accidentally overdraw. If you don't have enough money in your refunding account, select Connect to different account to go back to the list of sub-accounts. Alternatively, you can select Try Later to exit the refund process and come back when you have enough funds.


Why are some of my accounts grayed out?

HoneyBook can only refund money from bank accounts where it's easy to transfer the funds to another account.


What if I don’t have enough in my bank account to cover the refund? Is there another way to refund?

If you don't have enough money in your bank account for a refund, you can try again later when you have enough funds available.


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 can't access their original payment method (like if they canceled their card), they'll still receive the refund if they're with the same bank. If they don't have an account with that bank anymore, they should receive a check for the refund amount.

If your client doesn't receive the refund within 30 business days, contact HoneyBook's concierge team at [email protected].


I haven't received my client's payment yet, but I want to cancel it and refund the payment to them. How do I do this?

If your client made a payment but you haven't received it yet and you need to give the money back, you can usually do so. Follow the process linked here to issue a refund. You won't be charged for the refund since you haven't received the payment, and the money will be returned to your client.

📣 Note

If your client paid via bank transfer, you can't return their payment until the payment status changes from "Processing" to "Paid." "Processing" means the funds are still in the process of being cleared by the client's bank. Once the payment status is "Paid," you should be able to process the refund.


I issued a refund for my client (they used the wrong card), but they want to repay now. Can they do that?

Your client can't make a new payment themselves. You need to edit the file to add an additional payment for your client, and then resend it to them. Once your client approves the revisions, they'll be able to make the new payment.


What if the payment was made outside of HoneyBook?

If the payment was processed outside of HoneyBook and you manually marked the payment as paid, you can mark the payment as refunded to ensure your records are accurate.


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!

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