Introduction
Inspectors no longer need to use the Payments Portal to process refunds, although that method is still available. Processing refunds from your dashboard will mark the invoice as refunded, eliminating the need to contact support to correct your invoice after a refund.
Note: Only transactions that have been processed can be refunded from the Inspector Dashboard and the transaction must be refunded in full. If you need to void a transaction before it has finished processing, OR if you would only like to partially refund the transaction, you will need to do so from the Payments Portal. For instructions on voiding or refunding transactions in your payments portal, visit this article: HomeGauge Payments: Refund a Full or Partial Payment
How to Refund an Online Payment on the Dashboard
Log in to your HomeGauge Inspector Dashboard by going to https://account.HomeGauge.com
Find the address in question on the All Reports page of your dashboard, then click the green text that shows the Amount Paid.
You will now be viewing the Payment Information page. Under Payments, you should see a payment listed with a green checkmark if there has been a payment for this invoice. Click the 3 dots on the right side of the page, this menu will be on the same line as the payment.
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Click Refund Payment from the dropdown menu.
If you are charging your customers a Technology Fee, you can choose to return the fee or to hold the fee. Once you have decided, click Submit to Return to process the refund.
The final step is notifying your customer of their refund. You will be taken to the Send Emails page, and you'll have the opportunity to customize the refund email that your customer will receive. When finished, click Send Refund Email.
The refund email has now been successfully sent to the customer. Return to your dashboard by clicking the orange DASHBOARD button at the top of the page.
Your invoice will now reflect the refund and will return to being unpaid, and if the documents are locked behind payment, they will no longer be available to view by the customer or REP. The Payment Information screen will show that there has been a refund. If required, the customer can still make a new payment in order to unlock the documents again.
