How do I issue a refund?

You need to issue a refund. It happens! 

Because refunds can take 5-10 business days to appear on your client’s bank statement, the best way to handle this (especially for regular clients) is to add a discount adjustment, which creates a credit that automatically gets applied towards future appointments for this client until it’s all used up. 😎

If your client insists on getting a refund, you can reach out to our support team to process the refund for you. Once we’ve initiated the refund, the refund will immediately appear in your and your client’s PetPocketbook accounts. Just make sure to let your client know that it can take 5-10 business days before that refund will appear on their bank statement!

⚠️ This article assumes that you are issuing a refund for a payment that was made through PetPocketbook. If you are refunding a payment made outside of PetPocketbook, simply remove the existing payment that you've already manually added to their client account. If you've made a partial refund, you can re-add the payment for the amount paid (net of your refund) and make a note of the partial refund in the notes section.