When your office uses Stripe or Worldline, you can refund a credit-card customer invoice directly from the customer invoice list in Qondor. The money goes back to the card the customer paid with, and Qondor creates the matching credit invoice automatically.
This article covers customer payments (form and offer invoices). For credit-card refunds on bookings, see How to do a credit card refund in bookings.
❗All refunds for Stripe and Worldline customer payments must be done in Qondor, not in the payment provider's portal.
BEFORE YOU START
Credit-card customer payments in Qondor only exist for offices connected to Stripe or Worldline, and refunds for both providers happen from Qondor.
If your office switched payment provider after the original payment was taken, the refund button may not be available. See Scenarios with multiple PSPs in one project.
💡 The original payment must be successfully processed before you can credit it. If the payment failed or is still in progress, the credit option is not available yet.
REFUND A CREDIT-CARD CUSTOMER INVOICE
1. Open the customer invoice list, either from the project or from the customer overview.
2. Find the credit-card invoice you want to refund. Click the refund icon on the invoice row to open the "Credit customer payment" dialogue.
3. Review the credit details. You can edit the email subject and body, and tick which contacts should receive the credit invoice by email.
4. Click save. Confirm "Are you sure you want to credit this invoice?" to start the refund.
5. The credit is created with status in queue while Qondor sends the refund to Stripe or Worldline. When the provider confirms the refund, the credit moves to status ok and is marked as paid.
6. The credit invoice PDF is generated and emailed to the recipients you selected. The original invoice is now linked to the credit.
💡 The customer does not need to do anything to receive the refund. The money is returned to the same card.
WHAT HAPPENS BEHIND THE SCENES
When you confirm the credit:
Qondor creates a credit payment linked to the original invoice.
A refund request is sent to Stripe or Worldline using the original transaction reference.
On success, the credit moves to status ok and is marked as paid. A credit invoice PDF is generated and sent to the recipients you selected.
On failure, the credit moves to status error and the main project manager receives an email with the error details.
NOTES FOR STRIPE
Your Stripe balance must be positive to complete a refund. If the balance is negative, Stripe holds the refund as pending, and it can become a disputed payment after some days.
Stripe does not return its original processing fee when you refund a payment. There is no separate fee for issuing the refund itself.
More from Stripe:
NOTES FOR WORLDLINE
Worldline refunds reference the original charge, so the original payment must still be valid in your Worldline account. If Worldline rejects the refund, use the error message in the failure email to decide whether to retry or contact your Worldline support.
WHEN THE REFUND FAILS
If Stripe or Worldline rejects the refund, the credit payment is set to status error and an email goes to the main project manager. The credit invoice is not emailed to the customer until the refund succeeds.
Read the error message in the email or in the payment popover on the invoice row. Resolve the underlying issue in your provider's dashboard, then contact Qondor support if you need help retrying the refund.
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📩 Get in touch if you have any questions about refunds or online payments.