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Manage Your Billing Processes with Salesforce Billing
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            Use Payments to Correct Errors on Posted Refunds

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            Use Payments to Correct Errors on Posted Refunds

            Salesforce Billing must retain a copy of all refunds for legal and accounting purposes. If you're using cash or an electronic payment to offset an erroneous refund, create a payment in Salesforce Billing to offset the refund's impact on your invoice lines. (Salesforce Billing Managed Package)

            Required Editions

            Available in: All Salesforce Billing editions

            Salesforce Billing follows Generally Accepted Accounting Principles. The principles require that users must always be able to track the posting of credits, debits, payments, and refunds through a series of allocations back to a business’s general ledger. To ensure that these records are always available for legal and accounting purposes, Salesforce Billing doesn’t allow you to delete credit notes, debit notes, payments, or refunds. If you make an error, offset the erroneous record by reducing its balance to zero, and then creating a record with the correct values.

            This topic explains how to offset only a posted refund. If your refund is pending settlement, you can void it instead.

            1. Create a payment with a balance equal to the balance of the erroneous refund.
              1. From the affected account’s Payments related list, click New.
              2. Set your payment date to the current date, then set the amount to the amount of your refund.
              3. Set the Invoice field to the invoice that was impacted by the erroneous refund, and then save your changes.
                For example, you allocated an original payment of $500 against INV-006, and then applied a refund of $300 to that payment. Your new offsetting payment would have a balance of $300 and look up to INV-006.
              4. On your payment, click Allocations.
            2. Allocate the payment against the affected invoice lines.
              1. From your payment, click Allocate.
              2. Allocate the payment to your affected invoice lines.
                For example, you applied $200 of your erroneous refund to INV-006's Mobile Device invoice line, and $100 to INV-006's Workstation invoice line. In this case, you would allocate $200 of your offsetting payment to the Mobile Device line, and $100 to the Workstation line.
            3. To return to your payment detail page, click Cancel.
              Clicking Cancel doesn’t cancel any of the allocations that you made.
              Your payment has completely offset the balance of your erroneous refund. The refund didn't change, but its allocations to your invoice lines have been offset by the new payment. Your invoice balance now equals the balance before the refund was applied. You can now issue a new refund with the correct values.
             
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