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MoeGo Invoice - Refund Flow

Written by Marina

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 to Issue a Refund on Desktop 💻

  1. Navigate to Clients & Pets List → Client → Payment History

  2. Locate the transaction/invoice you are needing to refund

  3. Scroll to the right-hand side of the screen

  4. Click Refund

A pop-up window will appear with two options:

Continue reading to understand when to use which

Service Item Refund (explained below)

Payment-Only Refund (explained below)

Service Item Refund:

Best used when a customer needs to be refunded either as a courtesy or due to mistakes made by the business. Or, to adhere to custom policy, if applicable, such as a return of collected deposit.

If selecting Service Item Refund:

  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.

💡 Note

Discounts are covered by the business by default, meaning:

Staff commissions are not affected

Payment-Only Refund:

Best used when a client must be re-billed/recharged (i.e to collect from an alternative payment method). Selecting this option will apply an open balance to the effected invoice, meaning the client will either need to make a new payment or the business with have to otherwise clear the unpaid status.

Issue the Refund

By default, the system will populate the full payment amount. And so, if you would like to issue a partial refund:

  1. Adjust the refund amount in the provided field

  2. Enter a refund reason (optional)

  3. Click the orange Issue Refund button

After processing:

  • The refund record will appear in the client's Payment History

  • You will see the refund amount, date, time, and reason (if a reason was provided)

Selecting Payment-Only Refund will reopen the related invoice. Click the Booking ID to return to the appointment, so that you can close the invoice and settle the balance:

You can, at this point, recharge the client to settle the balance.

Editing or Removing Service Items from an Appointment:

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

How to Refund Tips 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.

Can a processing refund be further edited?

  • Once a refund has been issued and is in the process of being returned to the client's account, it is no longer possible to modify the refund amount. The refund cannot be adjusted while the it is already in progress.

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.

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