When Refunds Can Be Processed in Kolleno
Kolleno can only refund payments that were originally taken through Kolleno.
If a customer paid directly in NetSuite or Stripe, the refund must be performed in that system.
Refunds through Kolleno work only when:
A payment was made through the Kolleno Customer Portal
A credit note is applied to the invoice
The credit note amount is less than or equal to the original payment amount
If no payment exists or if the payment did not originate in Kolleno, the system cannot create a refund.
If you are looking for articles related to full refunds of Kolleno Payments, please refer to Refund of Stripe Payments in Kolleno (with NetSuite).
Refund behavior in Kolleno
Situation | What Happens | Why |
Credit note ≤ payment amount (payment via Kolleno) | Refund works | Kolleno processed the original payment and can refund it |
Credit note exists but no payment was made | Error: “payment charge cannot be found” | No payment exists, so there is nothing to refund |
Invoice was paid in NetSuite (not through Kolleno) | Error: “payment charge cannot be found” | Kolleno did not process this payment and cannot refund it |
Refund done directly in Stripe | Works in Stripe | Stripe has direct access to the charge |
After direct Stripe refund, sync to Kolleno | No update in Kolleno | Kolleno does not currently pull refund updates from Stripe |
How to Process an Eligible Refund in Kolleno
Step 1. Open the applied credit note
Go to the Customer profile.
Select the Credit Notes tab.
Locate the credit note with Status: Applied.
Open the actions menu (three dots).
Step 2. Start the refund process
Click Refund from the action menu.
A confirmation window “Create refund” appears.
Step 3. Confirm The Refund
Review the message confirming the refund will be sent to the original payment method.
Click Create Refund.
Kolleno sends the refund request to Stripe.
Step 4. Verify the Refund in Kolleno
Open the Invoice linked to the credit note.
Click Payments Report.
Confirm the following:
Under Credit Notes, the refunded credit note shows Status: Refunded.
Under Kolleno Payments, the Stripe payment remains visible.
Under Payments (ERP), your ERP payment record is shown (if applicable).
Step 5. Verify the refund in Stripe
Log in to the Stripe Dashboard.
Go to Payments → All payments.
Locate the transaction using amount, PSP reference, or customer email.
You should now see Status: Refunded and a refund timestamp.
Step 6. Confirm the refund record in Kolleno Payments
Open the Payments tab in the customer profile.
Select Kolleno Payments.
Find the payment with the matching PSP reference.
Status now displays Refunded.
