Return money to a customer — full or partial, with approval on large refunds
Return all of a payment, or just part of it.
When a customer has paid and you need to return money, issue a refund from the invoice. You can refund the full amount or a partial amount — for example returning the cost of one cancelled line while keeping the rest. The refund is recorded against the invoice and reflected in its status and your payment analytics.
A second set of eyes above your threshold.
Above an amount your administrators configure, a refund must be approved by a second authorized person before it is sent. The requester files the refund, eligible approvers are notified that a money approval is requested, and the requester is notified when it is decided. Below the threshold, an authorized user can refund directly.
The second person completes the approval from the Money Approvals inbox (under Sales & Billing, or by clicking the notification). Approving there immediately sends the refund and cannot be undone. You can never approve your own request — a different authorized person must sign off. See Money Approvals for the approver's side of the flow.
Sometimes a refund now avoids a chargeback later.
When a card network flags a pre-dispute inquiry, refunding promptly can avoid the formal chargeback and its fee. Laureo surfaces these as a refundable-inquiry prompt so you can make the call quickly. See Responding to Disputes for the full dispute flow.