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Refunds & credits

When you refund a customer, do the refund in your accounting system with a credit note, and keep Turfware in step. How you handle the order depends on whether it's a full or partial refund.

Fraud prevention

Always try to refund via the same payment method the customer paid with, and at a minimum call to confirm their payment details — never take or confirm refund details over email.

Full refund — before the job is completed

  1. Refund the customer as per your refund policy (see the fraud-prevention note above).
  2. Raise a credit note and apply it to the paid invoice in your accounting system (MYOB or Xero) — this nils out the invoice.
  3. Move the order to Lost in Turfware — this removes it from the order flow. It's also recommended to attach the credit note to the order's Documents and add a note in General Notes for future reference.

Partial refund

Same process, but keep the order live and matched on the Turfware side:

  1. Refund the customer, and raise a credit note applied to the invoice in your accounting system for the partial amount (as above).
  2. Amend the Turfware order to reflect the change (as per the credit note), so both systems match.
  3. Attach the credit note to the order's Documents and add a note in General Notes.

Refunding a card payment

A card payment taken through Sawfish can be refunded back to the customer's card from Sawfish's Payments screen — but only within a 48-hour window. Sawfish transfers card funds out of the card wallet every two days, so after that the direct card refund is no longer available.

To do it: in Sawfish go to Payments, find the transaction, and click Refund. (Refunds must be enabled on your account — they're off by default.)

For the step-by-step in Sawfish, see Payments and transactions in the Sawfish help centre.

Outside that 48-hour window — or where the customer paid in person by Tap to Pay, Apple Pay or Google Pay — the card can't be refunded in Sawfish. Process the refund through your EFTPOS terminal, or as a credit in your accounting system (see above).