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.
NOTE: If your account is connected to Xero, selecting Refund opens the Create Credit Note window instead, as Xero requires refunds to be issued as credit notes. Follow the steps in How to Issue a Credit Note for an Invoice from the Client Card (New Client Card).
Step 5: Complete the Refund
Clicking Refund opens the Refund screen, which shows the invoice items at the top and a Refund Details card below. To complete it:
- Check the Refund Date, which defaults to today — you can set an earlier date, but not a future one
- For each payment on the invoice, choose how much to refund using the percentage buttons (10% up to 100%), or select Custom and enter an exact amount — the Refund Total updates automatically
- If the invoice includes a package, use the toggle at the top of the Refund Details card to switch between Refund invoice total and Refund package sessions, where you can select the individual sessions to refund
- Enter a Refund note — this is required, and the payment method buttons stay disabled until a note is added
- Select the refund payment method: Stripe, Account, Card, Cash, or Other for any custom payment methods
- In the confirmation window, review the details — for retail products you can untick return to stock if you don’t want the items back in your inventory — then click Refund Now
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.