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Refunding an invoice payment

You can refund an invoice or session payment through Studio Manager. Depending on how your client paid, you can either issue a refund directly through Pixieset or record a refund that you processed outside of Pixieset.

On this page:

Refunding an online payment

If your client paid online through Pixieset Payments, Stripe, or PayPal, you can issue a full or partial refund directly from your Studio Manager dashboard. The refund will be processed through your connected payment processor.

Note: Depending on the payment method, certain limitations may apply. See Refund processing times and limitations.

To refund an online payment:

  1. Go to Payments > Transactions.
  2. Select the payment.
  3. In the top right, click Refund.
  4. Enter the refund amount.
  5. Select Refund.
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Recording a manual refund

If you recorded a manual payment in Studio Manager, you will need to refund your client outside of Pixieset. Once you issue the refund, you can record it in Studio Manager to keep your payment records up to date.

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Note: Recording a refund for a manual payment only updates your records in Studio Manager. It does not send money to your client.

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To record a manual refund:

  1. Go to Payments > Transactions.
  2. Select the payment.
  3. In the top right, click Actions > Record Refund.
  4. Enter the refund amount.
  5. Select Record refund.
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Refund processing times and limitations

Refunds take 5 to 10 business days to appear on your client's statement. The refund amount will be withdrawn from your account balance. If your account balance is insufficient for the refund amount, your connected bank account will be debited for the additional amount required.

Depending on your client's original payment method, the following limitations may apply:

  • PayPal: Payments older than 180 days cannot be refunded directly through Pixieset. Instead, you can send the refund to your client through your PayPal Dashboard.
  • Bank transfers (ACH): Payments processed through Pixieset Payments or Stripe can only be refunded within 180 days of the transaction. Pending ACH payments cannot be refunded until they have finished processing.