How to process a refund against a cancelled invoice

[feebee61]

• Invoice 000008 created, credit card payment processed, sent to the customer
• Customer asked for a guest name to be edited to match their records
• Unable to edit the invoice as it was paid
• Created a duplicate invoice (000011) to send the customer as a workaround with the intention to cancel the duplicate
• Accidentally cancelled the original (000008) which was already paid
• Now we have an unpaid and overdue invoice and a cancelled one and I can no longer see payment against it
• Unable to un-cancel

First part of my question is how do I process a refund against a cancelled invoice?

Second question is what is the best way to handle this problem?!

[Seamus]

Hey @feebee61,

Thanks for getting in touch and sorry to hear you're having trouble with invoices!

Take a look here for some general advice on processing refunds - in order to help work out what's happened with with your invoices and how they have been marked as cancelled / paid, please give our support team a call on 1800 760 137 - they'll be able to assist you further and have a look into these specific invoices, which is something we're unfortunately not able to do via our Seller Community forum!

Lines are open Monday through Friday, 9am-5pm AEST. Thanks for understanding.