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Processing Refunds/Returns and Voids

3 min. readlast update: 06.25.2026
Voids and Refunds are both used to reverse payments, but they're used in different situations. A Void completely removes a credit card transaction that has not yet batched, while a Refund/Return is used for cash, check, or already-batched credit card transactions. Understanding when to use each option helps keep your financial records accurate and ensures clients receive the correct reimbursement.
 
 
 

Processing a Void

Voids are only available for credit card transactions that have not yet batched.

Common reasons to process a void include:

  • The wrong credit card was charged.
  • The payment was applied to the wrong client.
  • The client decided to use a different payment method.
  • You need to completely remove the transaction before it batches.
  1. Navigate to Financial > View Receipts.
  2. Locate the transaction.
  3. Click the drop-down arrow and select Undo/Void.

  1. Review the Undo/Void screen.
  2. Verify the amount and the credit card that will be voided.
  3. Click Submit.

⚠️ IMPORTANT NOTE: Voids must be processed for the entire transaction amount. Partial voids are not supported.

📝 NOTE: Once the void is complete, Kennel Connection deletes the receipt and returns you to the original invoice. The invoice balance will become due again, allowing you to either collect payment immediately or click Save if the client will pay later.

Processing a Refund/Return

Refunds can be processed for:

  • Cash payments
  • Check payments
  • Credit card transactions that have already batched
  1. Navigate to Financial > View Invoices.
  2. Locate the invoice.
  3. Click the drop-down arrow and select Refund/Return.

The Return Invoice will display all of the items from the original invoice.

Refunding Items

  1. In the QTY column, enter the quantity you would like to return.

⚠️ IMPORTANT NOTE: You cannot refund more than the original quantity purchased. For example, if the client purchased 5 daycare days, you may refund any quantity from 1 to 5, but not more than 5.

  1. If issuing a partial refund, modify the amount in the Each column.

💡 QUICK TIP: The refund amount can be any value equal to or less than the original purchase price. For example, if an item originally cost $47.21, you could refund $36.00, but not more than $47.21.

  1. Adjust the tax amount if desired.

Choosing the Refund Type

After entering the items and amounts to refund, choose one of the following options:

  • Apply as Future Credit – Places the refunded amount on the client's account as a credit that can be applied toward any future invoice.
  • Issue Refund – Returns the funds to the client.

Selecting the Original Payment

The refund screen displays every payment associated with the original invoice.

For example, if the invoice was paid partially with cash and partially with a credit card, both transactions will appear in the Choose Transaction drop-down list. Select the payment you want to refund.

✨ GOOD TO KNOW: You can also refund the tip amount, if applicable.

⚠️ IMPORTANT NOTE: Credit card refunds are automatically returned to the original card used for payment and cannot be refunded t oanother card or account.

  1. When you're ready, click Submit.

📝 NOTE: Once completed, Kennel Connection creates both a Return Invoice and a Return Receipt, ensuring the refund is properly recorded on your revenue reports.

 

Common Use Cases

  • Voiding a credit card payment before the batch is processed.
  • Correcting a payment made to the wrong client account.
  • Refunding all or part of an invoice.
  • Issuing a future credit instead of returning funds.
  • Refunding invoices paid using multiple payment methods.
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