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Invoices get raised in error. Someone books twice because the first confirmation never arrived, an administrator creates a test registration to check the payment flow, or a member is invoiced on the wrong plan. Which action you need depends entirely on whether money changed hands. All three need administrator rights: voiding and marking refunded need ADMIN_TENANT, and the Stripe refund needs FINANCIAL_LOCAL for the payment’s local centre, or FINANCIAL_TENANT when the payment has no local centre on it.

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Voiding an unpaid invoice

Invoices, open the invoice, then Void. The button only appears while the invoice is unpaid, and the action cannot be undone. Voiding sets the invoice to voided and leaves it in the list. That is the point: an invoice that vanishes leaves an unexplained gap in your numbering and no answer to the question “what happened to invoice 214?”. A voided one answers it. For an event registration invoice, voiding also unwinds the booking. Every registration still waiting on that invoice is cancelled and the seats it held are released back to the ticket, along with any add-ons. The payment record attached to the invoice is cancelled too. You do not need to remove the attendee separately.
A plain unpaid invoice has no payment record to cancel. One is only created when the invoice is marked as paid, so voiding an unpaid manual invoice touches nothing but the invoice itself.

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Duplicate bookings

When someone registers twice, void the duplicate rather than removing the person.
1

Identify which one to keep

Keep the invoice the member has already paid or already sent to their finance department. Ask if you are unsure, because the reference they quoted internally is the one that must survive.
2

Void the other

If it is unpaid, Void removes it from your totals and, for an event invoice, frees the seat.
3

Check the attendee list

Voiding releases seats held by registrations that were still awaiting payment. A registration that was already confirmed is not touched by a void, because a confirmed registration means the invoice was paid, and a paid invoice cannot be voided.
Do not use a real member’s account to test a payment flow. If you later mark that invoice paid while tidying up, the member is emailed a paid invoice for something they never bought.

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Marking a paid invoice as refunded

A paid invoice cannot be voided. The action offered instead is Mark as refunded, and it is exactly what it says: it does not move any money. Use it after you have already returned the money yourself, by bank transfer or in Stripe. Confirmation dialog asking the administrator to confirm the customer was already refunded externally before marking the invoice as refunded What it does do is unwind everything the payment set off:
  • The invoice becomes refunded, with your name and the date recorded, and a REFUNDED badge added to the document.
  • The linked payment record is marked refunded, so it drops out of your totals.
  • On a membership invoice, the member’s fee validity date is recalculated from the payments that survive, and a company’s membership is rolled back to what its remaining payments justify.
  • On an event registration invoice, the confirmed registrations are cancelled and their seats and add-on places are released.
A refunded invoice reports nothing as settled and its full total as still outstanding, rather than continuing to read as paid in full.
Marking as refunded does not email the customer. Tell them yourself.
A paid manual or membership invoice with no payment record behind it cannot be marked refunded: the action stops with an error rather than changing the invoice and leaving the payment untouched. An event registration invoice is more forgiving: if no payment or registration can be resolved it is still marked refunded, on the assumption the money was handled in Stripe.

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Returning money through Stripe

If the customer paid by card and you want Stripe to send the money back, do it from Payments. Open the row menu on the payment and choose Refund. The option only appears on a successful payment that has a Stripe charge behind it. The refund covers that payment row in full. There is no partial-amount option in the interface, and where one charge produced several payment rows (a membership fee and its separate joining fee, for example) only the row you acted on is refunded. Refunding through Stripe also cancels any event registrations paid for by that payment, releasing their seats and add-on places, and recalculates the member’s fee validity if the payment was for a membership fee.
Do not mark an invoice as refunded and expect the customer to get their money. The invoice will read refunded while the money stays where it is, and nobody will notice until they ask.