🚨 REFUNDED INSTALLMENTS MUST NOT REMAIN MARKED AS PAID
S
Shanna Raper
When a scheduled invoice payment is refunded, HighLevel still marks that installment as PAID and won't allow us to reschedule it for collection.
This creates inaccurate payment schedules, makes outstanding balances difficult to track, and can prevent businesses from collecting money they are still owed.
Requested fix: Automatically update refunded installments to Refunded/Unpaid, recalculate the outstanding balance, and allow the installment to be rescheduled, without affecting other installments or losing transaction history.
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S
Shanna Raper
Long version for HighLevel team:
The Problem
HighLevel Support confirmed that when a scheduled invoice payment is refunded, the refund is recorded under Payments > Transactions, but the original installment remains marked as Paid on the invoice and payment schedule.
This creates a disconnect between the transaction history and the actual amount collected. A refunded payment is no longer a completed collection, yet HighLevel continues to treat it as one.
Business Impact
When an installment is refunded, we need to reschedule it and collect the outstanding amount. Currently, the incorrect Paid status prevents us from accurately tracking outstanding installments and can prevent rescheduling. Our team must manually cross-reference transactions and invoices, increasing administrative work and the risk of missed collections and inaccurate accounts receivable.
Requested Solution
When a payment is refunded, HighLevel should automatically reconcile the invoice and payment schedule by:
-> Updating the affected installment to reflect its refunded status and outstanding balance.
-> Allowing the installment to be rescheduled for collection without creating a new invoice or using a workaround.
-> Recalculating the remaining balance due and updating the overall invoice status when appropriate.
-> Preserving the full transaction history and audit trail.
-> Ideally, statuses should distinguish between Paid, Refunded, Partially Refunded, and Unpaid.
Example
Installment 2 of 10 is charged $186.72 and subsequently refunded in full. That installment should reflect the refund and allow us to reschedule the $186.72 collection. The other nine installments should remain unaffected.
Why This Matters
Businesses need accurate invoice statuses, outstanding balances, and payment schedules to manage collections reliably.
A refunded payment should not remain marked as Paid when the money has been returned and still needs to be collected. Please consider this a priority enhancement to HighLevel's invoicing and accounting workflow.