Refunds: Handle Returns Gracefully

Sometimes a sale doesn't work out. The customer changed their mind, the product was defective, or the service wasn't what they expected. You need to give their money back — and you need your books to reflect it honestly. Keel's refund system handles both.

Full or Partial Refunds

Open the invoice or order, tap Refund, and Keel shows you the remaining refundable amount — what was paid minus any previous refunds. You can refund the full amount or type a custom amount for partial returns. Add a reason if you want to remember why.

How the Money Moves Back

Refunds on online payments are processed through Keel's payment system. The customer receives the money back to their original payment method — M-Pesa or card. Refunds on walk-in cash payments are handled outside Keel, but you can still record the refund in your books.

Your Books Stay Honest

When a refund is processed, Keel automatically creates a negative sale mirror — 'INV-0001 refund' or 'Deposit refund' — so your revenue reflects the actual money you kept. The invoice's amount paid updates, and if the original sale was recorded, the refund offsets it. No manual adjustments, no confused totals.

Refund Status Tracking

Refunds move through clear statuses: pending, processing, processed, or failed. If something goes wrong on the payment side, you'll see the failure reason. Most refunds complete within minutes, but some may take a day depending on the payment provider.

Who Can Refund

Only the shop owner can initiate refunds — staff and other users don't have access. Every refund is logged with who initiated it, when, and why. Full audit trail, no surprises.

Who It's For

Any shop that accepts online payments. Returns happen — how you handle them determines whether a customer comes back. Keel makes refunds painless for both of you.