You may have to refund a payment when the payer requests to cancel the payment and wants to pay through another payment method.

The following diagram describes the steps involved in issuing a refund and correcting accounts:

Here's how to do it:

Submit a refund request to Integrapay

The refund can only be processed by requesting to IntegraPay (AU: admin@integrapay.com; US: support@integrapay.com)

  • The refund can be partial or full.
  • The refund must be to the same Credit Card.

The following information must be provided to Integrapay:

  • Transaction Number
  • Amount to be refunded
  • Date
  • Reason for Refund requests
Remove the payment from Xero and sync invoices 

It is a recommended practice to remove payment from the invoice in Xero and reapply to keep the records updated. When you sync payments using Wise-Pay, the payment is adjusted to 0 for this invoice in ConnectWise. Follow these steps:

  1. Log in to Xero and search the incorrect invoice for which a refund is required.

  2.  Click the Payment link on the invoice to see the Transaction: Payment page.

  3.  Select Options > Remove & Redo to remove the payment from the invoice.
    This should remove the payment, and you should see the appropriate success message.

  4.  Log in to Wise-Sync and sync payments to change the payment of the invoice to 0. If you don’t sync payments, the payment for the invoice will still be unchanged.