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, refunds are no longer supported.
Credit card payments can be refunded at any time.
Refunds aren’t available until the status changes from Processing to Paid, especially for bank transfers
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, or team admins or 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 subaccount:
Select Connect to different account to try another subaccount
Alternatively, select Try Later and initiate the refund when funds are available
Grayed out accounts
Some subaccounts 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
You’ll need to edit the file to add a new payment, then resend it. Once approved, the client can submit the new payment.
Refund issued, but client can’t access old account
If they’re still with the same bank, the funds will reach them. If not, a check will be mailed 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, you can still issue a refund. You won’t be charged since the funds haven’t settled.
Refunds for bank transfers require the payment to be in Paid status—not just Processing
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!