This article details how to refund a completed payment made by credit card. For instructions on how to set up and apply for Clio Payments, see the "Clio Payments Set Up" article.
You can now apply partial refunds in Clio. This simplifies billing workflows allowing you to refund interest, overpayment and/or principle for one or multiple bills in Clio--previously, you would need to login to LawPay to do this.
Voiding and Refunding Payments
Before a credit card payment has completed, it can be voided from the "Clio Payments" tab of the bill by clicking on the "Void" quick link or by viewing the payment in the Clio Payments page and clicking "Void".
Users can refund payments made via payment plans, secure payment links, record model, Clio Connect, outstanding balance page share and enhanced payments bill share.
Once the payment has been approved, the status will change to "Completed" and can no longer be voided.
Once a payment has completed, the Void link will be replaced by the "Refund" option.
As with payments, refunds can take 24 to 48 hours to be processed and can be voided during this time.
Once the Refund option has been selected, the user will be prompted to indicate how much should be refunded and, if applied to multiple invoices, which invoices should be refunded.
|Single invoice:||Multiple invoices:|
An email confirmation will be provided to your client and yourself within 24 hours.
Email confirmation (Firm):
Confirmation email (Client):
How is the refund applied on each bill?
The refund amount is applied to payment amounts in the following order:
- Overpayment amount
- Interest amount
- Principal amount
Refunding Secure Payment Links
A Secure Payment that is for a Trust Account can not be refunded. This is due to different Trust Compliance laws as they differ from jurisdiction to jurisdiction.
If a refund is processing for a Secure Payment Link payment, you will not be able to link it until the refund is complete. You will see the following error if you try to link the payment:
Error: Unable to link payment: A refund is pending completion for this payment. Please link payment when refund is complete.
If a refund is processed for a payment that is already linked to a client/Matter, that link will no longer be able to be edited. You will be prompted to make sure that the payment is applied to the correct client/Matter:
Error: Unable to refund: Payments older than 6 months are not refundable.
If a payment was made more than 6 months in the past, we are unfortunately unable to process a refund for that payment.