Refunds

Refunds are issued against the payment, not the invoice. Open the payment from your Payments list and refund it from there.

Before you can refund

Three things have to be true:

• Refunds are enabled for your organisation. If you don’t see the option, contact the Sawfish team to switch it on.
• A card is on file under Settings → Billing. Refunds are funded from it, so without a card the refund can’t be processed.
• The payment completed and hasn’t been paid out to you yet. Once funds have left your Sawfish balance in a payout run, the payment can no longer be refunded through Sawfish.

Issuing a refund

1. Open the payment from the Payments list.
2. Choose to refund it, and give a reason - the reason stays on the record.
3. The refund moves through pending → in progress → completed, and the payment shows its refund status in the list.

Refunds are for the full payment amount

Sawfish refunds the whole payment. There’s no partial refund - if you need to return part of an amount, refund the payment in full and re-invoice for the correct figure.

What a refund costs you

Refunding doesn’t return the payment processing fee. You’re charged:

• the original processing fee on the payment (it isn’t recovered), plus
• a small refund service fee.

Both come from your Sawfish wallet, and appear in your usage history under Settings → Billing.

One at a time

A payment can only have one refund in flight. If a refund is already pending or in progress, Sawfish won’t let you start another against the same payment.

When a refund doesn’t go straight through

• Funds haven’t settled yet. A refund requested before the payment has cleared is held as pending and retried automatically - Sawfish runs refund processing twice a day. Nothing to do but wait.
• The refund failed. The failure reason is recorded, the payment is marked refund-failed, and a fresh attempt is queued automatically. If it keeps failing, check the card on file under Settings → Billing has room and hasn’t expired, then contact the Sawfish team.

What your customer sees

The money returns to the payment method they used. Card refunds land back on the card and can take a few business days to appear on their statement, depending on their bank.

In your accounting system

A refund changes the payment, not the invoice. If the invoice shouldn’t stand, void it as well so Xero or MYOB matches - a refunded payment on its own doesn’t reopen the invoice.