Issue payment receipts and refunds for your buyers

After collecting payments in HubSpot, you can send receipts and issue refunds from the payments index page. You can also customize the branding and content of receipt and refund emails. This article explains how to customize receipt and refund emails, send receipts, and issue refunds.

Customize receipt and refund emails

Customize the appearance of receipt and refund emails in your account settings:

Please note: changes to the company name, logo, or colors in your account settings will apply to every payment link, regardless of which user created the link. These changes will also apply to other tools that use the default branding. Learn more about updating your logo and brand colors.

• Update the company name displayed at the top of the receipt email.
• Update the logo displayed at the top of the receipt or refund email.
• Update your brand colors. A single colored bar is displayed at the top of the receipt or refund email.
• If you're using HubSpot Brands, invoices, payment links, and subscriptions associated with a specific brand will inherit the brand kit of that specific brand. The colors and logos of that brand will be used in the receipt and refund emails.

Receipt email	Refund email

Send receipts

Send a receipt from the payments index page. The payment must be processed before you can send the receipt.

1. In your HubSpot account, click More, then navigate to Revenue > Payments. If More doesn't appear in your account, navigate to Revenue > Payments directly.
2. In the Gross amount column, click the payment amount of the payment you want to send a receipt for.
3. In the right sidebar, in the upper right, click Actions, then select Send receipt.
4. In the dialog box:
   • Click the Choose receipt dropdown menu and select a receipt.
   • The buyer's email address displays by default. To change or add recipients, in the Email address field, enter one or more email addresses.
   • Click Send.
5. An email receipt will be sent to the buyer. Learn more about customizing receipt emails.

Issue refunds

Issue a refund from the payments index page.

Refunds for payments made via bank debit, such as ACH, can take 5 to 10 business days to process. During this time, the status of the payment will be Refund processing.

Requirements to issue refunds

Payments must meet the following conditions to be eligible for a refund:

• The payment has been fully processed. Learn more about payment statuses.
• The payment was processed through HubSpot Payments or Stripe.
• The payment was not manually recorded.
  
  • You can't refund manually recorded through HubSpot because no payment processor is available to reverse the transaction.
  • To refund a manually recorded payment, process the refund directly with the buyer outside of HubSpot.

Customize refund reasons

1. In your HubSpot account, click More, then navigate to Revenue > Payments. If More doesn't appear in your account, navigate to Revenue > Payments directly.
2. In the Gross amount column, click the payment amount of the payment to be refunded.
3. In the right sidebar, in the upper right, click Actions, then select Refund.
4. Click Customize refund reasons.
5. Add custom refund reasons in payment properties settings.

Issue a refund through HubSpot

1. In your HubSpot account, click More, then navigate to Revenue > Payments. If More doesn't appear in your account, navigate to Revenue > Payments directly.
2. In the Gross amount column, click the payment amount of the payment to be refunded. 
3. In the right sidebar, in the upper right, click Actions, then select Refund. 
   
   
   
4. In the dialog box:
   • Enter the refund amount. You can refund partial or full amounts.
   • Click the Reason dropdown menu, and select a reason for the refund. Learn more about customizing refund reasons.
   • Click Refund.
5. HubSpot will deduct the original transaction amount from your future payouts or debit it from your bank account. It can take 5–10 business days for the refund to appear on a buyer's statement.
6. An email confirming the refund will be sent to the buyer. Learn more about customizing refund emails.

Refunded payments have a Refunded status. View refund reasons in the History tab of the payment record. 

Refund reasons are included in payments exports.

Next steps

• Learn more about collecting and creating payments.

• Learn more about managing payments, including reviewing transaction fees, managing bank debit authorizations, retrying failed payments, requesting a new payment method from a contact, and exporting payment and reconciliation reports.
• Learn more about managing payouts.

• Learn more about managing and responding to payment disputes.

• Learn more about using payment data in other HubSpot tools, including segment and workflows.

• Learn more about using the revenue analytics suite to analyze your payments and track key metrics.