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MoeGo Invoice - Refund Flow

Written by Amelia
Updated this week

Refunds are a common part of running a business and help maintain customer satisfaction.
With the current MoeGo invoice system, you can process both full refunds and partial refunds in multiple ways.

How Refunds Work in MoeGo Invoice

To ensure accurate reporting, refunds should be completed in two steps.

Completing both steps helps prevent reporting discrepancies.

Step 1: Issue the Refund to the Client

When a refund is issued:

  • The refund transaction will appear on the invoice

  • The invoice will automatically reopen with an outstanding balance

Step 2: Update the Original Sale

To properly close the invoice and update reporting, you must resolve the outstanding balance by updating the original sale.

There are two ways to do this:

1. Service Item Refund

  • Remove or reduce service items on the appointment

  • This reduces the expected revenue for the service

2. Payment-Only Refund

  • Apply a discount to offset the outstanding balance

  • This closes the invoice without changing the original service price

How to Issue a Refund

🖥️ Desktop

Method 1: Refund from Payment History (Recommended for Full Refunds)

  1. Go to Clients & Pets → Payment History

  2. Locate the transaction

  3. Scroll to the right side

  4. Click Refund

A pop-up window will appear with two options:

  • Service Item Refund

  • Payment-Only Refund

If you choose Service Item Refund, you will be redirected to the invoice (see Method 2).

For full refunds or fixed refund amounts, we recommend selecting Payment-Only Refund.

Issue the Refund

By default, the system will populate the full payment amount.

If you want to issue a partial refund:

  1. Adjust the refund amount

  2. Enter a refund reason (optional)

  3. Click Issue Refund

After processing:

  • The refund record will appear in Payment History

  • You will see the refund amount, date, time, and reason

However, the related invoice will now be reopened and must be closed.

Click the Booking ID to return to the appointment.

Close the Reopened Invoice

Option 1: Apply Discount (Recommended)

  1. Click Take Payment

  2. Apply a 100% discount

  3. Remove any tip if applicable

  4. Click Yes to mark the appointment Finished and Fully Paid

💡 Note

Discounts are covered by the business by default, meaning:

  • Staff commissions are not affected

Option 2: Edit or Remove Service Items

This option will impact staff commission.

  1. Open the appointment drawer

  2. Click Finished → Undo Checkout

  3. Hover over the service card

  4. Click Edit

  5. Change the service price to $0 (or adjust as needed)

  6. Click Save

Then:

  1. Click Take Payment

  2. Remove any tips or fees if needed

  3. Click Yes to mark the appointment Finished and Fully Paid

Method 2: Refund by Adding Discount

Use this method when offering a partial refund or service recovery discount.

  1. Open the appointment from Calendar or Client Profile

  2. Click View Invoice

  3. Click Edit Invoice

Apply Discount

  1. Click Add Discount

  2. Select Add One-Time Discount

  3. Enter:

    • A fixed refund amount, or

    • A percentage discount

If using a percentage, the system will automatically calculate the refund amount.

The refund screen will appear showing the refund total including tax.

Example:

If a 50% discount = $31.50, the system will refund $37.40 including tax.

You can also enter a refund reason for future reference.

Click Issue Refund to proceed.

Important Note

A 100% discount only applies to services, not tips.

If you are refunding the entire invoice including tips, we recommend using Payment History Refund instead.

After issuing the refund:

  1. Click Yes

  2. Mark the appointment Finished and Fully Paid

The invoice will now show all payments and refunds for reference.

Method 3: Refund Tip or Service Charges

If you only need to refund a tip or service charge, you can remove the item.

  1. Open the invoice

  2. Click Edit Invoice

  3. Click X next to the tip or fee

A refund screen will appear.

Tax will be automatically calculated if applicable.

Click Issue Refund, then Finish Appointment.

📱 Refund on the App

The MoeGo app currently supports card refunds for MoeGo Pay transactions.
For refunds involving cash, check, or other custom payment methods, you can use the invoice editing method below.

Refund from Transaction Activity (MoeGo Pay Transactions)

  1. Go to Settings → MoeGo Pay → Transaction Activity

  2. Select the date range to locate the transaction

  3. Tap the specific transaction

Tap Issue Refund.

Issue the Refund

  1. Enter the refund amount

  2. Add a refund reason (optional)

  3. Tap Issue Refund

A confirmation window will appear. Tap Confirm to proceed.

Once completed, the refund will be processed successfully and the refund record will appear on the transaction page.

Close the Reopened Invoice

After issuing the refund:

  1. Tap the blue Booking ID

  2. This will open the Appointment Details page

  3. Tap Take Payment or Charge Now to open the invoice

To resolve the outstanding balance, you can:

  • Add a discount

  • Edit the service price

  • Remove tips or service charges

Once finished, tap Mark Fully Paid and Finish to close the invoice.

Important Notes

  • Discount refunds are covered by the business, so staff commission will not be affected.

  • Editing service prices will impact staff commission.

If using a discount to close the invoice:

  1. Tap Add Discount

  2. Select + One-Time Discount

  3. Choose 100% percentage

  4. Tap Save

Then mark the invoice Finished and Fully Paid.

Refund from Invoice (App)

This method works for custom payment methods such as:

  • Cash

  • Check

  • Venmo

  • Other manual payment methods

(It can also be used for MoeGo Pay payments.)

Steps

  1. Open the Appointment Details

  2. Tap Invoice

  3. Tap Edit in the top right corner

You can now:

  • Edit service prices

  • Remove tips

  • Remove service charges

  • Apply discounts

Edit Service Price

  1. Tap the Edit icon next to the pet name

  2. Change the service price to $0 or another amount

  3. Tap Save

A refund confirmation screen will appear.
Tap Issue Refund to proceed.

💡 Note: Tax will be automatically calculated.

Remove Tips or Service Charges

  1. Tap the X icon next to the tip or service charge

  2. The refund screen will appear

  3. Tap Issue Refund

Once finished, tap Finish and Mark Fully Paid to close the invoice.

FAQ

Can I refund the processing fee if I pass it to the client?

  • Yes. The portion of the processing fee related to the refunded amount will also be refunded to the customer.

  • However, MoeGo will still retain the processing fee from the business because the transaction has already been processed.

  • If you attempt to close the invoice and see an outstanding balance for the processing fee, please contact the MoeGo Support Team.

What is the recommended way to process a full refund?

  • For the best experience, we recommend using the Desktop version.

  • You can:

    1. Issue a Payment-Only Refund from Client Profile → Transaction History

    2. Then close the invoice

  • This allows you to refund the entire amount in one step, instead of removing services, tips, and fees separately (which may trigger multiple refund transactions and cause confusion for customers).

💡 Coming Soon

The refund workflow has been further improved in the Smarter Invoice system, currently in closed beta, and will be available to all users in the future.

Related Articles
MoeGo New Invoice V2- Overview
MoeGo New Invoice V2 - Take Payment Flow
MoeGo New Invoice V2 - Refund Flow
MoeGo Insights - Revamped Report Metrics
MoeGo Invoice - Take Payment
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