Overview
Record a payment adjustment when the bank has already taken funds from your account, such as a lost chargeback dispute, so your books document the reversal as an adjustment rather than a refund you issued.
Before You Start
Available to accounts with an integrated payment gateway that process payments in SmartMoving. Requires a role with the Refund or delete payment permission.
A payment adjustment documents a reversal that already happened, such as a chargeback, on the payment record. Nothing is sent to the payment processor, and no money moves.
Use Refund instead when you are returning funds to the customer yourself through the payment processor. A chargeback is not a refund: the bank pulls the money from your account and returns it to the customer automatically.
Payment adjustments are available on credit card payments processed through your gateway and on e-check payments. A payment that is already fully refunded cannot be adjusted.
How to Record a Payment Adjustment on an Opportunity
Open the opportunity and select the Estimate tab.
In the Payments panel, locate the payment to adjust on the Transactions tab.
Click the menu icon on the payment.
Select Payment Adjustment.
Select Full Amount or Partial Amount. For a partial amount, enter the dollar amount.
Select the Adjustment Date, such as the date the chargeback settled.
Select a Reason: Credit/Debit Chargeback, E-Check Chargeback, or Other.
Add Notes if needed, such as the dispute case number.
Click Record Adjustment.
The payment adjustment appears under the original payment with a Payment Adjustment label, the reason, the amount, who recorded it, and the note "No funds processed."
Note: The Adjustment Date can be today or earlier. Future dates are not allowed.
đĄ SmartTip: The Payments panel also appears on the opportunity's Accounting tab. You can record a payment adjustment from either place; the steps are the same.
How to Delete a Payment Adjustment
Locate the adjustment row under the original payment.
Click the menu icon on the adjustment row.
Select Delete.
Click Delete in the confirmation window.
Deleting a payment adjustment restores the payment's refundable balance and removes the matching QuickBooks entry. Nothing is reversed at the payment processor.
FAQs
What is the difference between a Refund and a Payment Adjustment?
A refund is a return of money that you initiate: SmartMoving tells your payment processor to send funds back to the customer. A payment adjustment documents money that already moved without you, such as a chargeback the bank settled against your account. Use Refund to send money back; use Payment Adjustment to keep your records accurate after a chargeback.
Does a payment adjustment send money back to the customer?
No. A payment adjustment does not move any money. In a chargeback, the bank has already returned the money to the customer; the adjustment documents that reversal in SmartMoving. To return funds to a customer yourself, use Refund instead.
How does a payment adjustment affect my records?
The payment adjustment reduces the payment's collected amount, so accounting totals match what your bank actually kept, and your books show the reversal was a chargeback adjustment rather than a refund you issued. If QuickBooks sync is enabled, the adjustment syncs to QuickBooks, and the sync status appears on the adjustment row.
Can I record a partial adjustment on an e-check payment?
Yes. Standard e-check refunds support full refunds only, but a payment adjustment can be recorded for a partial amount on an e-check payment.
Do payment adjustments appear in reports?
Yes. Payment adjustments appear in the Refunds report along with the adjustment reason.