When a customer is billed for multiple services on a single invoice, a system auto-payment charges the entire invoice balance at once. If one of those services was completed but the second service cannot (and will not) be completed, you will need to adjust the invoice to reflect the correct charges and issue a partial refund to the customer's credit card.


Follow the step-by-step workflow below to correct the invoice ledger and process the card refund.


Step-by-Step Correction Process


Step 1: Remove the Original Payment

Before you can modify the line items on an invoice, you must remove the existing full payment.

  1. Locate and click on the Invoice Number to open the edit screen.
  2. Scroll to the bottom left of the screen to view the payment history section.
  3. Click the Trash Can Icon next to the automated credit card payment.
  4. Click Submit to update the invoice. The invoice status will revert to Unpaid.


Step 2: Remove the Uncompleted Service

  1. Click back into the invoice to edit it again.
  2. Locate the line item for the service that was not completed.
  3. Click the Trash Can Icon next to the specific service line item from the invoice.
  4. Click Submit to update the invoice to the new, lower balance.


Step 3: Re-record the Correct Payment Amount

Because the customer’s card was already charged for the full amount, you need to manually show that the new lower invoice balance is paid in full.

  1. Open the updated invoice and click Record Payment.
  2. Set the amount to match the new, adjusted invoice total.
  3. Select Credit Card as the payment type.
  4. (Optional) Add a note in the reference or payment description field (e.g., "Adjusted to reflect single service completion; partial refund pending").
  5. Click Submit to mark the invoice as Paid.


Step 4: Issue the Partial Refund in CardPointe or SprayePay

Because your internal billing software does not directly initiate the credit card reversal for partial amounts, the financial refund must be completed inside your payment gateway.

  1. Log in to your CardPointe or SprayePay account.
  2. Search for the customer's original transaction.
  3. Select the option to process a Partial Refund.
  4. Enter the exact dollar amount of the uncompleted service (the overcharge amount).
  5. Submit the refund to return the funds to the customer's card.