How to Refund an Invoice (New Client Card)

This article covers the new Client Card, available to selected clinics from August 2026. If your Client Card looks different, see the How to Refund an Invoice (Classic) guide instead.

Step 1: Navigate to the Client Card

Start by logging in to your Pabau account. Then click the search bar at the top of the page and type at least three letters of the client’s name — Pabau filters the results as you type. Select the client to open their client card.

Step 2: Switch to the Financials Tab

In the client card, select the Financials tab. This section holds the client’s invoices, payments, and other financial records.

Step 3: Locate the Invoice

Within Financials, open the Invoices sub-tab, where all raised invoices are listed. To initiate a refund, locate the invoice and click its invoice number to open it.

Step 4: Navigate to Options

With the invoice open, click the Options button in the top right corner. A dropdown lists the actions you can take with the invoice, one of which is Refund.

Step 5: Complete the Refund

Clicking Refund opens the Create Credit Note pop-up. Select a reason, then under "Items to credit", tick the items you're refunding and adjust the quantity or amount for each. The total updates automatically.

Keep "Refund the allocated payment" enabled to return the funds to the client, then choose the payment method and click Create credit note.

NOTE: Funds are only returned to the client if the amount you're crediting has already been paid. If the credit amount is higher than what the client has paid, the outstanding balance is reduced instead and the invoice is marked as fully paid. The original invoice stays on record and the credit is logged for audit.

NOTE: Refunds for payments made in cash cannot be processed through Stripe. Only payments conducted via Stripe can be refunded back to Stripe. However, payments made via Stripe can be refunded to alternative payment methods if necessary.

Step 6: Confirm the Refund

Once the refund is processed, go to Financials > Invoices. The invoice will now show a Refund tag next to its status.

The refund itself is recorded under Financials > Payments, where it appears with a Refund label and a negative amount. If you added a note, hover over the entry to view it.

By following these steps, you will be able to refund an invoice successfully.

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For more guides, browse the related articles below or use the search bar at the top of the page. You can also watch our video learning series, the Pabau Academy, or visit the Support page for additional help.