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            Issue Refunds and Settle Balances

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            3. Agentforce Revenue Management

            Issue Refunds and Settle Balances

            During subscription changes such as a quantity reduction or cancellation, Billing generates a negative invoice which then gets converted to a credit memo. This action triggers the refund orchestration process, where Billing automatically initiates the refund to the original payment method.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Unlimited, and Developer Editions with the Revenue Cloud Billing license. Contact your Salesforce account executive for more information.
            User Permissions Needed
            To issue refunds and settle balances:

            Billing Admin permission set

            OR

            Credit Memo Operations User permission set

            How Automated Refund Process Works

            When an amendment or cancellation is applied to a subscription associated with a fully settled invoice, Billing follows this sequence.

            • Calculate the refund amount based on the original invoice and the amendment or cancellation invoice.
            • Generate a credit memo to settle the original invoice.
            • Initiate refund orchestration process to issue the refund to the original payment method.
            Note
            Note Refunds are initiated only when the payments are associated with a payment gateway.

            To initiate funds, in Setup, find and select Billing Settings, and then turn on these features.

            • Issue Refunds and Settle Balances
            • Apply Credits to Posted Invoices

            Billing automatically applies the balances of credit memo to settle the balances of posted invoices based on the credit application level.

            To trace the refund back to its original transaction, follow these steps.

            • Open the credit memo generated by the amendment or cancellation.
            • Review the Payment and Invoice Applications section to view the original invoice balance, the unapplied amount, and the refund application details.
            • Confirm the refund amount and the payment method used for processing the refund.
            Example
            Example

            A customer account has a one-year subscription starting in March 2026, totaling $3,000. The original invoice is generated, activated, and fully settled via a payment method linked to a payment gateway.

            However, when an amendment reduces the subscription quantity by five, Billing generates amendment billing schedules, and applies a credit of $825 to the posted invoices. Billing automatically triggers the refund orchestration process, and the $825 refund amount is settled against the same payment method used in the initial transaction. <<to add a screenshot>>

             
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