Skip to main content

Troubleshoot refunds in HoneyBook

Learn how to troubleshoot common refund issues in HoneyBook, from eligibility rules to failed refunds and insufficient funds

Updated yesterday

HoneyBook makes it easy to issue refunds when needed—but there are a few situations where a refund can’t be processed, or where you might run into limitations. This guide walks you through refund eligibility, errors, and next steps if your client can’t receive a refund.


When refunds can’t be issued

You won’t be able to issue a refund through HoneyBook in the following cases:

    • You can manually mark these as refunded, but they won’t process through the platform

  • The file has expired

  • An ACH payment is older than 170 days

    • ACH payments have a 170-day refund window. After that, direct refunds are no longer supported.

    • Credit card payments can be refunded at any time.

    • This is because the funds are still waiting to clear the client's bank. Sometimes, depending on the bank, the client can try calling their bank and canceling the payment. Otherwise, you'll need to wait for the payment status to change from Processing to Paid, after which point you can initiate a refund

  • The file is still in draft mode

    • Either send the updated file before refunding, or delete the draft using the trash can icon in the draft menu


Refund processing and limitations

  • Refunds can’t be canceled once initiated

    • If the client’s original payment method is no longer available (for example, due to a canceled card), the refund will still go to the same bank. If they’ve left that bank entirely, a check will be issued

    • If your client hasn’t received their refund within 30 business days, contact [email protected]

  • Only account owners, file owners, admins, and super admins can issue refunds

  • Refunds can’t be issued via the mobile app at this time


Fix refund errors

If you're seeing errors when trying to issue a refund:

Insufficient funds

HoneyBook checks your available funds using a secure integration with Plaid. If you don’t have enough in the selected sub-account:

  • Select Connect to different account to try another sub-account

  • Alternatively, select Try Later and initiate the refund when funds are available

Grayed out accounts

Some sub-accounts might appear grayed out during the refund process. This means HoneyBook can’t process refunds from that account type due to bank transfer limitations.


Other refund scenarios

Client used the wrong card and wants to repay

  1. First, issue a refund

  2. Next, edit the file to add a new payment

  3. Resend the file Once approved, the client can submit the new payment.

Refund issued, but client no longer has access to the original payment method

If your client is still with the same bank, the bank should send the refunded amount to their new account. If not, their bank will mail a check to them.

If your client hasn’t received their refund within 30 business days, contact [email protected].

Refund needed before payment is received

  • If a payment hasn’t yet been deposited to your account, you can still issue a refund. You won’t be charged since the funds haven’t settled.

  • One exception: Refunds for bank transfers require the payment to have the status Paidnot Processing.

    • This is because when bank transfer payment is processing, the funds are still waiting to clear the client's bank. Sometimes, depending on the bank, the client can try calling their bank and canceling the payment. Otherwise, you'll need to wait for the payment status to change from Processing to Paid, after which point you can initiate a refund.

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!