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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 of them need administrator rights: voiding and marking an invoice refunded need the Admin (Organization) permission, and refunding from Payments needs Financial (Chapter) for the payment’s chapter, or Financial (Organization) when the payment has no chapter 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 that Orgo raised (a bank-transfer request, a renewal reminder to a company, or a membership invoice made after an online payment), 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 invoice of the first two kinds with no payment record behind it cannot be marked refunded: the action stops with the error “Cannot refund invoice: no linked payment record found.” rather than changing the invoice and leaving the payment untouched. Marking an invoice refunded twice, or one that is not paid, is refused too. 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. 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. The amount sent to Stripe is the row’s amount rounded to the nearest cent. 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 (or for a donation, when Donations count towards membership is on).

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Payments made outside Orgo

A payment with no Stripe reference was paid outside Orgo: recorded by hand or imported. Its row menu on Payments says Mark as refunded instead of Refund, and the confirmation reads “Nothing is sent back through Orgo. Confirm you have already refunded it outside Orgo.” No money moves. The payment becomes refunded, its event registrations are cancelled and the member’s fee validity is recalculated, exactly as for a Stripe refund. If such a payment belongs to an invoice, the row has no refund action, and the server refuses the request with “This payment has an invoice. Mark the invoice as refunded instead.” Use Mark as refunded on the invoice, so the invoice and its payment stay in step.
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.