Refunding, Voiding, or Manually Marking an Invoice, E-Sign Request, or Secure Message as Paid

Instructions for invoices only apply to sent ones (not received). Instructions for e-sign requests and messages only apply to sent ones that include a payment request.

Refunding

If you need to return a part or whole of the payment made by the customer, use the refund option. This returns the money to the customer’s original form of payment. It may take a few days for the refund to reach the customer’s account and so the customer should wait before they check their card activity or bank account transactions.

A portion of the payment processing fees may be refunded to you depending on Helcim’s terms and the batch closing status.

1. Find the invoice, e-sign request, or secure message that you wish to refund.
2. Click the three dots at its right.
3. Click Refund.
4. Enter the amount to be refunded.
5. Optionally, write some notes about this item. These will only be visible to you.
6. Click Confirm.

Voiding

Void an invoice

Customer and CC recipients can still access this invoice, but not pay it. This option is only present if the invoice has not been paid yet.

1. Find the invoice in your Encyro account.
2. Click the three dots at its right.
3. Click Void invoice.
4. Optionally, write some notes about this item. These will only be visible to you.
5. Click Confirm.

Void a secure message

This revokes the recipients’ access to this message and its files. Recipients can no longer complete payment on the secure message either.

This option is only present if the message’s payment has not been completed.

1. Find the message in your Encyro account.
2. Click the three dots at its right.
3. Click void message.
4. Optionally, write some notes about this item. These will only be visible to you.
5. Click Confirm.

Remove payment requirement for e-sign

This option is only present if the e-sign request’s payment has not been completed.

To remove the payment requirement for an e-signature request with payment associated:

1. Find the signature request in your Encyro account.
2. Click on it.
3. Click Remove payment requirement.
4. Optionally, write some notes about this item. These will only be visible to you.
5. Click Confirm.

Th signers can still sign. If you wish to prevent signing, use the Revoke option.

Marking as manually paid

This is useful when, for example, the customer of the invoice paid in cash and you want to report that the invoice has been paid.

You can do this for invoices, secure messages/files with payment associated, and e-sign requests with payment associated.

1. Find the item you wish to mark as manually paid in your Encyro account. Note that it must either be an invoice, or, if it’s a secure message or e-sign request, it must have a payment associated.
2. Click the three dots towards its right.
3. Click Mark as paid.
4. You may write some notes about this item. These will only be visible to you.
5. Click Confirm.