Start from the invoice or billing record and review its visible payment history.
- Confirm the customer, invoice, amount, currency, and original transaction.
- Identify the approved outcome: record a payment, return funds, or apply a credit.
- Check the financial consequence and authorization required by company policy.
- Complete the appropriate action once.
- Reload the record and verify the balance and history reflect the result.
Trace a card refund
Open Billing → Reports → Card-charge log and select the transaction. Transaction lifecycle shows the original charge and its related refund information. When you open a refund, its parent charge is included when available, so you can compare the original amount, refunded amount, status, and reference.
Read the status as well as the sign on the amount: a pending refund is not evidence that processing has finished. Processing fees and Net after fees provide additional context where those amounts are available.
Check card-action availability
Payment amounts use the relevant transaction or company currency. Card actions depend on the payment setup and the currencies it supports; a non-dollar currency alone does not make them unavailable. If an action is missing, check the configured provider and supported payment capability rather than changing the amount or currency to force it through.
Do not repeat an action because a screen is slow to refresh. Confirm the transaction history first. Never copy full card numbers, security codes, or payment credentials into notes or Support messages.