In daily pet care operations, refunds happen, canceled appointments, early pickups, product returns, or service adjustments. MoeGo provides flexible refund tools so you can:
Return money quickly
Keep invoices accurate
Maintain clean accounting records
Avoid manually editing past transactions
There are two ways to refund, depending on what you need to adjust.
How refunds work in MoeGo
When you process a refund:
Money goes back to the original payment method
A refund receipt is created automatically
The original invoice stays unchanged (audit-safe)
Reports stay clean and traceable
Convenience fee paid by client will be charged on your account and shown as 'convenience fee withhold' in the report.
⚠️ Important: You can only use one refund method once per invoice, but you may apply the same refund method multiple times.
For example, if you refund items first, you cannot later refund the payment again, but you can refund different items.
Refund Payment Only
Use this when you want to refund a custom amount or the entire invoice total, without selecting individual services/products.
Common use case:
Client cancels boarding before check-in
Deposit needs to be returned
Entire stay refunded
Payment charged to the wrong card
Manager issuing goodwill credit
How-to Guide
Go to Appointment Details
Click ⋯ (3 dots)
Select View receipts
Open Payment Activity
Click Refund Payment
Enter: Refund reason and Refund amount
Confirm
Refund by Item
If an invoice is already paid, you cannot directly edit or delete services.
Instead, refund specific items to adjust charges accurately.
This method keeps your service records and reports correct, which is especially important for boarding & daycare billing.
Common use case:
Unsatisfactory service
Partially completed work
Product returns
How-to Guide
Go to Appointment Details
Select View invoice
Click Refund Item
Choose items to refund
Adjust:
Service → change amount (full or partial)
Product → adjust quantity only
Confirm
If your MoeGo Pay balance is insufficient
If your MoeGo Pay balance does not have enough funds to cover the refund at the time of processing, the system will display a message letting you know.
This applies to both Refund Payment Only and Refund by Item.
📝 Note: The system will automatically retry the refund in the background and will continue retrying until the refund is successfully processed.
⚠️ Important: The refund is already in progress. You may not be able to process the refund again. You do not need to take any further action.
What to expect after the message:
The refund will process automatically once your balance is sufficient
The date you initiated the refund may differ from the date it actually processes — this is expected behavior, not an error
Business will receive notification when the refund succeeds. To confirm the refund has been processed, check your Payment History under the client's profile