Overview
Customers can request refunds for paid invoices directly from their customer portal. Instead of needing to contact you through a generic support form, they get a dedicated, streamlined refund request page linked to the specific invoice they want refunded.Refund requests don’t process refunds automatically. They create a support ticket of type “Refund Request” for you to review and act on. You remain in full control of whether to approve or decline the refund.
How It Works
Customer Experience
When a customer views a paid invoice in their customer portal, they see a “Request Refund” button next to the “Download PDF” button in the invoice actions area.View Paid Invoice
Customer navigates to their invoice detail page in the customer portal and sees the “Request Refund” button alongside other actions
Review Invoice Summary
After clicking the button, a dedicated refund request page loads showing the full invoice summary: invoice number, date, amount, and line items
Provide Reason
Customer fills in a subject (pre-filled with the invoice number) and writes a reason for their refund request using a rich text editor
What Gets Created
When a customer submits a refund request, a Support Request record is created with:| Field | Value |
|---|---|
| Type | Refund Request |
| Priority | Medium |
| Related Record | The specific invoice (automatically linked) |
| Subject | Pre-filled with “Refund request for invoice [number]“ |
| Message | Customer’s reason for the refund |
| Status | Open |
Duplicate Prevention
The system prevents customers from submitting multiple refund requests for the same invoice:- If an open or in-review refund request already exists for that invoice, the “Request Refund” button on the invoice detail page changes to a disabled “Refund Requested” button
- If the customer navigates directly to the refund request page, they see a callout informing them that a request has already been submitted, with a link to view their existing ticket
Managing Refund Requests
Viewing Requests
Refund requests appear in your Support Requests section alongside all other customer requests. You can filter by type “Refund Request” to see only refund-related tickets. Each refund request is automatically linked to the relevant invoice, so you can quickly see:- Which invoice the customer wants refunded
- The invoice amount and items
- The customer’s stated reason
Processing a Refund
Review the Request
Open the refund request from your Support Requests page. Review the customer’s reason and the linked invoice details
Decide on the Refund
Determine whether to approve a full refund, partial refund, or decline the request based on your business policies
Process via Mollie
If approved, process the refund through your Mollie dashboard or via the invoice’s refund functionality in PayRequest
Where Customers Find It
The “Request Refund” button appears in two locations, depending on your shop setup:- Standard shop URL:
yourshop.payrequest.shop/customer/invoices/{id} - Custom domain:
shop.yourbusiness.com/customer/invoices/{id}
- Standard:
/shop/{storename}/customer/invoices/{id}/refund - Custom domain:
/customer/invoices/{id}/refund