Sales & Receipts
NewHandling refunds
Process refunds for online payments and walk-in collections when a customer returns goods.
When refunds apply
Refunds are available for payments made through Keel's online checkout (invoice payments and walk-in Collect payments). If a customer paid by Cash, you handle the refund directly — Keel doesn't process cash refunds.
Processing a refund
Refunds are processed by the payment provider (Paystack for M-Pesa and card payments). M-Pesa refunds may take 1-3 business days to reflect on the customer's phone. Card refunds typically take 5-10 business days.
- 1Open the invoice or order with the payment you want to refund.
- 2Click Refund (for invoice payments) or Refund deposit (for orders).
- 3The refund amount is pre-filled to the remaining refundable amount — you can adjust it for partial refunds.
- 4Optionally add a reason for the refund.
- 5Confirm — Keel sends the refund request to the payment processor.
Refund status tracking
After submitting a refund, Keel tracks its status: pending, processing, processed, or failed. You can see the status in the invoice or order details. If a refund fails, you'll see the reason and can retry or contact support.
What happens to your records
When a refund is processed, Keel creates a negative sale entry (e.g. 'INV-0001 refund') so your revenue totals stay accurate. The invoice's amount_paid is adjusted, and if a deposit was refunded, the order's deposit_paid is reduced.
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