Kavi® Billing Help

Chapter 22. Refund a Bill


Use Refund a Bill when you need to refund all or part of a payment. View the bill through the Manage a Bill tool and review the Payment Details section, which shows payment history for this bill, including the amount paid and the type of payment. If the bill can be refunded, a Refund link is displayed. Click this link to initiate the refund process. If you refund a payment made by credit card, the credit card is credited automatically.

It is possible to issue multiple refunds for a bill, providing the total amount refunded is no greater than the total amount paid.

If you are a Billing Admin, click here to access the Kavi Billing Manage a Bill tool.

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How to Refund a Bill

Bill Search and Select

Set search criteria to find a bill, or set of bills. The search retrieves bills that meet all your criteria. If you don't see the bill you want, click the Back button and set more general criteria.


Bill ID

This is the unique Bill ID issued at the time of bill creation. This is the quickest way to retrieve a bill.


Select the name of the user or company whose billing account you want to access.

Bill Name

Enter the partial or full name of the bill you want to access. To reduce the number of potential matches, restrict the search by setting the other search fields. To increase the number of potential matches, expand the search by entering partial values for bill name, or leave the other search fields set to the default value.


Select the state of the bills you want to see (i.e. 'Paid', 'Unpaid' or 'Canceled').

Payment Method

Use the Payment Method option only when retrieving bills that are paid. If this option is set, your search won't retrieve any unpaid bills.


The information for the selected bill is displayed for your review. The payment details on the Manage a Bill page are updated. If you are sure this is the bill you want to refund, enter the amount of the refund.

The bill details include the Bill ID, Issue Date, Due Date, Bill Name, Description, Amount, Purchase Order Number and the Account it belongs to. If the payment method selected for that bill has a surcharge associated with it, the surcharge amount will also be displayed here.

The payment details include the bill information depending on the status of the bill. For example, for a paid bill, the following fields will be displayed: the bill status, payment method and the date the bill was paid. For a paid and refunded bill, additional fields like date refunded and new balance will be displayed. Certain fields such as payment number and invoice number may be displayed. Links to view and print the invoice and receipt will be available.

Enter a refund amount equal to or less than the new balance amount.

You can refund a bill multiple times till the balance amount reaches $0. After every refund, the new balance amount field will be updated. To view the list of refunds visit the Activity History page and search for the bill.

Once payment is refunded, it cannot be undone. You will have to issue a new bill to charge back that amount.


The original amount, refunded amount and new balance are displayed for your verification. You may enter an Activity Note describing your refund which will help you in tracking and troubleshooting. Activity notes will be saved in this bill's Activity History and can only be seen by administrators.

Send Email

If you wish to enable any of the email scheduled for this action, click Send this Email. The selected email is displayed so you may add or edit the message, add or subtract from the listed recipients, etc.


When the refund process completes successfully, the new balance is displayed in all tools, invoices and receipts. If you opted to send email, it has been sent out. When you return to Manage a Bill, you can see the refund in the Payment Details section.

If you refunded a credit card payment, the refunded amount was automatically credited to the cardholder, as shown by the transaction details. It may take a day or two before this appears in the cardholder's credit card account statement, depending on the processor.

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