What Happens When a Customer Overpays

If a customer pays more than the order total, the balance due on the order will show as a negative number. This means the customer has a credit or is owed a refund.

How it happens

This typically occurs when a deposit was logged during the New Quote process and then the order total was reduced during an edit, or when a customer accidentally pays more than what's owed.

A payment through MonuPay never overpays an order. The customer portal and Card (MonuPay) in Record Payment refuse an amount larger than the balance due, and while a family's bank payment is clearing, that amount cannot be paid a second time.

What MonuDesk does

MonuDesk does not automatically refund the customer. It simply shows the negative balance so you know there is an overpayment. It is up to you to handle the refund or credit manually outside of the system.

Good to know

Existing payments are never deleted or changed when you edit an order. If you lower the order total after a payment was logged, the balance recalculates but the original payment stays as it was recorded.

Related articles:

• What the Order Overview Shows

• How to Log a Payment