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
Why is my refund failing or not processing?
Are you attempting to refund a client but receiving a failed or insufficient funds message from MoeGo? The most common reason for this is that your MoeGo Pay balance does not have enough available funds to cover the refund.
Understanding your available refund balance:
When you issue a refund through MoeGo Pay, the money being returned to your client is drawn from your available Future payouts balance. To successfully process a refund, your Future payouts balance must be at least 115% of the requested refund amount to process.
For example: If you want to refund a client $200, you must have at least $230 available in your Future payouts balance.
You can check your current balance by navigating to Payment > Card processing > Future payouts in your MoeGo account.
What happens if you don't have enough funds?
If your available balance is insufficient, MoeGo will notify you when you attempt the refund. This applies to both Refund Payment Only and Refund by Item. Depending on the refund's processing status, one of the following may occur:
Refund is still processing: If MoeGo displays a Refund payment processing message, the refund has already been initiated. The system will automatically retry the refund in the background until sufficient funds become available and the refund can be successfully processed.
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
Refund has failed: If the refund was not successfully initiated and is marked as failed, you can attempt it again once your Future payouts balance has increased sufficiently.
Important: If your refund is already processing, you do not need to submit another refund or take any additional action. Doing so may result in a duplicate refund attempt.
How can I increase my available balance?
If your Future payouts balance is too low, the simplest solution is to wait until your business collects additional card payments. As you process payments from upcoming appointments, those funds will contribute to your Future payouts balance, increasing the amount available for refunds. Once your available balance meets the 120% requirement, a refund that is already processing can proceed automatically. If your previous refund attempt failed outright, you can attempt it again.
What if I can't wait for my balance to increase?
If you need to issue a particularly large refund, or your business is not expected to collect enough payments in the near future, there is an alternative.
Contact a MoeGo Support Agent through Live Chat to request assistance with a manually processed refund. In these situations, MoeGo Support may be able to arrange for the refund to be funded directly from your business's connected bank account, rather than your Future payouts balance.
Please keep in mind that this method typically takes longer to process and may require your client to wait several additional business days to receive their refund.
For this reason, we generally recommend using your Future payouts balance whenever possible.