Refunds, voids, and receipts
Refund all or part of a payment, void a service so the client isn't charged for it, and print or email a receipt.
Refund a payment when a client should get money back. Before a client pays, void any service they shouldn't be charged for. Once they've paid, you can print or email their receipt.
Owners, admins and location managers
Refund a payment
- Go to Operations → Invoices and select the invoice.
- Under Payments, select Refund next to the payment.
- Choose Full refund or Partial refund. For a partial refund, enter the Amount to Refund. The amount fills in from the right. Type the cents along with the dollars. For 25.00, type 2500.
- Enter a Reason for Refund.
- Select Process Refund. You'll see Refund completed.
Cash payments don't have Refund in the invoice's details. To refund cash, open the appointment on the Calendar and select View Invoice. Then select Refund next to the payment. For a cash sale with no appointment, refund it in the Lilo app.
In the Lilo app, go to More → Invoices, tap the invoice, then tap View Details or Settle Invoice. Tap the refund button next to the payment. Choose Full Refund or Partial Refund, add a Reason, and tap Process Refund.
Void a service
Void a service when the client shouldn't pay for it, like one you didn't get to. You can void a service until the invoice is paid in full. By default, anyone who checks out can void a service.
- Open the appointment on the Calendar and select Check Out, or View Invoice if it already has an invoice.
- Select ⋯ next to the service, then choose Void Service.
- Choose a Reason for voiding, plus Notes if you choose Other reason.
- Select Void Service. You'll see Service voided.
Lilo takes the service's price off the total. The service stays on the checkout page, crossed out, with its reason. You can't undo a void.
Products can't be voided. To take a product off, select the trash icon next to it.
In the Lilo app, tap ⋯ next to the service on the checkout screen, then tap Void service. Choose a Reason and tap Void Service.
Print or email a receipt
- Go to Operations → Invoices and select a paid invoice.
- Select Print Receipt or Email Receipt.
Print Receipt opens the receipt in a new tab, sized for a receipt printer, and opens your browser's print box. Email Receipt sends it to the client's email address on file. It only shows when the client has one.
The same buttons are on the checkout page as soon as the invoice is paid.
In the Lilo app, the Receipt card is on the checkout screen of a paid invoice. To email the client, tap Send Receipt to and their name. To use a different address, tap Or send to another email, enter it and tap Send. The app can't print receipts.
How it works
Refunds
- By default, only the owner, admins and location managers can refund.
- Lilo sends a card refund back to the card the client paid with. Most go through right away. If the bank needs longer, the refund shows Processing on the checkout page. Lilo updates the invoice once it's done.
- Lilo doesn't move money for cash or external payments. It records the refund. You give the money back yourself, in cash or through the service they paid with.
- You can refund up to what's left on a payment. Available to Refund shows how much that is. You can make more than one partial refund.
- Each payment is refunded on its own. If a client paid a deposit online and the rest at checkout, those are two payments.
- After a refund, a paid invoice shows Partial Refund or Refunded. If the invoice wasn't paid in full yet, the refunded amount is owed again instead.
- The invoice's details list each refund and its reason under Refund History.
- A refund doesn't cancel the appointment. It doesn't take back loyalty points or put products back in stock. Lilo doesn't email the client about it.
Voids
- A voided service stays on the checkout page so you can see what happened. The invoice's details and the receipt leave it out.
- Every void and refund is listed in the invoice's Activity, with who made it and when.
- Once an invoice is paid in full, its services can't be voided. Refund the payment instead.
Receipts
- Receipts list the services and products, discounts, tax, tip, the total and what was paid. The printed receipt also shows refunds.
- On the web, the receipt buttons show once an invoice is Paid. After a partial refund, they're only in the invoice's details. A fully refunded invoice has none.
- On the web, Email Receipt always sends to the email address on the client's profile.
Common questions
Why don't I see Refund?
- By default, only the owner, admins and location managers can refund.
- The payment is already fully refunded, or it didn't go through.
- It's a cash payment in the invoice's details. Use View Invoice on the appointment instead.
Why does the invoice say Overpaid?
The client paid more than the invoice now comes to. That happens when a service comes off an invoice after the client paid for it. Lilo doesn't give the difference back on its own. The owner, an admin or a location manager can refund it.
Can I delete an invoice, or void all of it?
No. Invoices stay for your records. Before the client pays, void each service and take off any products. If nothing's left to pay, select Close Invoice on the checkout page. Once the client has paid, the only way back is a refund.
Can I undo a void?
No. A void is final, and it's listed in the invoice's Activity.
Why isn't the voided service on the receipt?
Receipts only list what the client paid for. The checkout page still shows the voided service, crossed out.
Why is there no Email Receipt button?
- The invoice isn't paid yet.
- The client has no email address on file, or it's a walk-in sale. Add an email to the client's profile, or print the receipt instead. In the Lilo app, you can send a receipt to any email address.
What if a refund fails?
You'll see Refund failed, and nothing is refunded. Try again, or contact Lilo support.
How do I give back a deposit Lilo kept?
Cancellations, no-shows, and deposits explains when Lilo keeps a deposit and how to refund it.