{"id":301998,"date":"2025-08-22T14:56:32","date_gmt":"2025-08-22T12:56:32","guid":{"rendered":"https:\/\/guide.jtl-software.com\/sending-payments-to-customers\/"},"modified":"2025-08-22T17:00:19","modified_gmt":"2025-08-22T15:00:19","slug":"sending-payments-to-customers","status":"publish","type":"page","link":"https:\/\/guide.jtl-software.com\/en\/jtl-wawi\/payments\/sending-payments-to-customers\/","title":{"rendered":"Sending payments to customers"},"content":{"rendered":"<div class=\"wpb-content-wrapper\">[vc_row][vc_column width=&#8221;1\/3&#8243; responsive=&#8221;{&#8220;col&#8220;: &#8220;12&#8220;, &#8220;order-md&#8220;: &#8220;1&#8220;, &#8220;col-lg&#8220;: &#8220;4&#8220;, &#8220;order-lg&#8220;: &#8220;12&#8220;}&#8221; advanced=&#8221;{&#8220;class&#8220;: &#8220;&#8220;, &#8220;hash&#8220;: &#8220;&#8220;}&#8221;]<div id=\"toc\" class=\"sticky-top\">\n\t<div class=\"card border-0 bg-rysywhite mt-0 mt-lg-5 mb-5 w-100\" data-toc-element>\n\t\t<div class=\"d-none d-lg-flex flex-column\">\n\t\t\t<span class=\"fa-layers mx-auto mt--4 fa-fw fa-3x text-shaftblue\">\n\t\t\t\t<span class=\"fas fa-circle\"><\/span>\n\t\t\t\t<span class=\"fas fa-inverse fa-list-ul\" data-fa-transform=\"shrink-8\"><\/span>\n\t\t\t<\/span>\n\t\t\t<span class=\"font-weight-bold text-shaftblue text-center h5 mt-3 mb-0\">Contents<\/span>\n\t\t<\/div>\n\t\t<div class=\"d-block d-lg-none\">\n\t\t\t<a class=\"text-decoration-none card-header-link collapsed\" data-toggle=\"collapse\" href=\"#collapse-toc\" aria-expanded=\"false\" aria-controls=\"collapse-toc\">\n\t\t\t\t<div class=\"card-header d-flex bg-white align-items-center\" role=\"tab\" id=\"heading-toc\">\n\t\t\t\t\t<span class=\"h4 mb-0 d-flex align-items-center\">\n\t\t\t\t\t\t<span class=\"fa-layers fa-fw fa-2x mr-2 text-shaftblue\">\n\t\t\t\t\t\t\t<span class=\"fas fa-circle\"><\/span>\n\t\t\t\t\t\t\t<span class=\"fas fa-inverse fa-list-ul\" data-fa-transform=\"shrink-8\"><\/span>\n\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t<span>Contents<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<span class=\"flex-shrink-0 ml-auto fas fa-caret-down text-gray\"><\/span>\n\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t\t<\/div>\n\t\t<div id=\"collapse-toc\" class=\"collapse show\" data-parent=\"#toc\" role=\"tabpanel\" aria-labelledby=\"heading-toc\">\n\t\t\t<div class=\"card-body p-4 table-of-content\">\n\t\t\t\t<ul data-toc-headings=\"h2,h3\" data-toc class=\"list-wawi\"><\/ul>\n\t\t\t<\/div>\n\t    <\/div>\n\t<\/div>\n<\/div>[\/vc_column][vc_column width=&#8221;2\/3&#8243; responsive=&#8221;{&#8220;col&#8220;: &#8220;12&#8220;, &#8220;col-md&#8220;: &#8220;8&#8220;, &#8220;order-md&#8220;: &#8220;12&#8220;, &#8220;order-lg&#8220;: &#8220;1&#8220;}&#8221; advanced=&#8221;{&#8220;class&#8220;: &#8220;&#8220;, &#8220;hash&#8220;: &#8220;&#8220;}&#8221;]<h1 class=\"d-flex align-items-center hl-wawi\" id=\"sending-payments-to-customers\">Sending payments to customers <span id='anchor-sending-payments-to-customers' data-href='#sending-payments-to-customers' class='far fa-link' data-anchor><\/span><\/h1><div class=\"custom-box\">\n\t<div class=\"d-flex align-items-center mb-4\">\n\t\t\t\t\t\t\t<span class=\"mr-3 fa-stack flex-shrink-0 fa-1x\">\n\t\t\t<span class=\"fas fa-circle fa-stack-2x text-shaftblue\"><\/span>\n\t\t\t\t\t<span class=\"flex-shrink-0 fas fa-clipboard-list text-white fa-stack-1x\"><\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\n\t\t\n\t\t<h3 class=\"mb-0 \" id=\"your-task-initial-situation\">Your task\/initial situation <span id='anchor-your-task-initial-situation' data-href='#your-task-initial-situation' class='far fa-link' data-anchor><\/span><\/h3>\t<\/div>\n\t<div class=\"box-content\">\n\t\tYour customer has sent you a payment and you want to return the whole payment or part of the payment to the customer. The reasons may be that your customer has returned goods, you have to cancel the sales order, or your customer has transferred too much money.\t<\/div>\n<\/div>\n<h3 class=\"d-flex align-items-center hl-wawi\" id=\"requirements-restrictions\">Requirements\/Restrictions <span id='anchor-requirements-restrictions' data-href='#requirements-restrictions' class='far fa-link' data-anchor><\/span><\/h3><ul class=\"list-reset ml-3 list-icons list-wawi\">\n\t<li >\n\t\t\t<span class=\"list-icon far fa-check\"><\/span>\t\tYou have activated a licence for the payment module in the JTL-Customer Centre and booked an edition\/package configuration in which the payment module is included. For more information on this topic, click here: <a href=\"https:\/\/www.jtl-software.de\/preise-und-tarife\">JTL editions at a glance<\/a>. You can find out how to activate the licence for the payment module here: <span style=\"color: #f68b25;\"><a style=\"color: #f68b25;\" href=\"https:\/\/guide.jtl-software.com\/jtl-wawi\/zahlungen\/lizenz-fuer-das-zahlungsmodul-aktivieren\/\">Activating the licence for the payment module<\/a><\/span>.\t<\/li><li >\n\t\t\t<span class=\"list-icon far fa-check\"><\/span>\t\tYour customer has already paid for the sales order, for example via PayPal or bank transfer. The payment has been imported into JTL-Wawi via the payment reconciliation and assigned to the sales order or invoice. See, for example, <span style=\"color: #f68b25;\"><a style=\"color: #f68b25;\" href=\"https:\/\/guide.jtl-software.com\/jtl-wawi\/zahlungen\/bankkonten-via-hbci-fints-abgleichen\/#bankkonten-mit-jtl-wawi-abgleichen\">Reconciling bank accounts with JTL-Wawi<\/a><\/span>.\t<\/li><\/ul><div class=\"media-object media-object-border d-flex align-items-top\">\n\t\n\t\t\n\t\t<span class=\"mt-1 mr-3 flex-shrink-0 far fa-info-circle fa-2x columnsize-fa-2x text-wawi\"><\/span>\n\t\t\t<span class=\"media-content border-wawi\">\n\t\n\t\t\t<span style=\"color: #f68b25;\"><strong>Please note:<\/strong><\/span> The payment made by your customer must have been imported into JTL-Wawi via a connected payment provider such as PayPal or your bank. You cannot return payments imported into JTL-Wawi via a CSV or XML file.\t\t\t<\/span>\n\t\n\t<\/div>\n\n\n<h3 class=\"d-flex align-items-center hl-wawi\" id=\"detailed-description-of-initial-situations\">Detailed description of initial situations <span id='anchor-detailed-description-of-initial-situations' data-href='#detailed-description-of-initial-situations' class='far fa-link' data-anchor><\/span><\/h3>\t<p>In JTL-Wawi, you can send payments back to your customers fully or partially. Depending on the processing status of the sales order, there are different ways to do this; all of which will be explained in these instructions.<\/p>\n<ul class=\"list-reset ml-3 list-icons list-custom-square list-wawi\">\n\t<li >\n\t\t\t<span class=\"list-icon fas fa-square\"><\/span>\t\t<strong>Invoice already exists:<\/strong> If you have already created an invoice for the sales order, you must first create an invoice correction. After that, generate and send the outgoing payment. Please see <span style=\"color: #f68b25;\"><a style=\"color: #f68b25;\" href=\"https:\/\/guide.jtl-software.com\/en\/sending-payments-to-customers\/#zahlung-senden-bei-bereits-existierender-rechnung\">Sending payments for existing invoices<\/a><\/span>\t<\/li><li >\n\t\t\t<span class=\"list-icon fas fa-square\"><\/span>\t\t<strong>Invoice not yet created:<\/strong> If you have not yet created an invoice for the sales order, you can cancel the sales order and create an outgoing payment at the same time. See<span style=\"color: #f68b25;\"> <a style=\"color: #f68b25;\" href=\"https:\/\/guide.jtl-software.com\/en\/sending-payments-to-customers\/#zahlung-senden-bei-stornierung-des-auftrags\">Sending payments when cancelling sales orders<\/a><\/span>\t<\/li><li >\n\t\t\t<span class=\"list-icon fas fa-square\"><\/span>\t\t<strong>Return remaining amount:<\/strong> If your customer has sent you too much money, you can return the overpaid amount. See <span style=\"color: #f68b25;\"><a style=\"color: #f68b25;\" href=\"https:\/\/guide.jtl-software.com\/en\/sending-payments-to-customers\/#restbetrag-zuruecksenden\">Returning the remaining amount<\/a><\/span>\t<\/li><li >\n\t\t\t<span class=\"list-icon fas fa-square\"><\/span>\t\t<strong>Return payment of a cancelled order:<\/strong> If you have already cancelled a sales order and have not generated an outgoing payment yet, you can generate and send the outgoing payment afterwards. See <span style=\"color: #f68b25;\"><a style=\"color: #f68b25;\" href=\"https:\/\/guide.jtl-software.com\/en\/sending-payments-to-customers\/#zahlung-einer-stornierten-bestellung-zuruecksenden\">Returning the payment of a cancelled order<\/a><\/span>\t<\/li><\/ul><h2 class=\"d-flex align-items-center hl-wawi\" id=\"sending-a-payment-for-an-existing-invoice\">Sending a payment for an existing invoice <span id='anchor-sending-a-payment-for-an-existing-invoice' data-href='#sending-a-payment-for-an-existing-invoice' class='far fa-link' data-anchor><\/span><\/h2>\t<p>If there is already an invoice for the sales order, you must first create an invoice correction before you can create an outgoing payment and then send the outgoing payment.<\/p>\n<h3 class=\"d-flex align-items-center hl-wawi\" id=\"creating-invoice-corrections\">Creating invoice corrections <span id='anchor-creating-invoice-corrections' data-href='#creating-invoice-corrections' class='far fa-link' data-anchor><\/span><\/h3>\t<p>To create an invoice correction, do the following:<\/p>\n<ol start=\"1\" class=\"list-reset step mb-5 list-wawi normal-step\">\n\t<li class=\"media-single-line\">\n\tClick on the <span class=\"highlight\">Sales<\/span> icon to go to the Sales area.<\/li><li class=\"media-single-line\">\n\tOpen the <span class=\"highlight\">Invoices<\/span><span class=\"highlight\"><span class=\"highlight\"> &gt; <span class=\"highlight\">Paid<\/span><\/span><\/span> folder.<\/li><li class=\"media-single-line\">\n\tSelect the desired invoice from the table.<\/li><li class=\"media-single-line\">\n\tClick on the <span class=\"highlight\">Invoice correction\u2026<\/span> button.<\/li><\/ol>\t\t\t\t\t\t<div data-gallery>\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Rechnungskorrektur.png\" itemprop=\"contentUrl\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Rechnungskorrektur.png\" srcset=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Rechnungskorrektur.png 1600w,https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Rechnungskorrektur-1024x592.png 1024w,https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Rechnungskorrektur-768x444.png 640w\" width=\"1919\" sizes=\"auto, (max-width: 20em) 30vw, (max-width: 30em) 60vw, (max-width: 40em) 90vw\" height=\"1110\" alt=\"JTL-Wawi_Verkauf_Rechnungskorrektur\" data-pswp=\"{&quot;src&quot;:&quot;https:\\\/\\\/guide.jtl-software.com\\\/uploads\\\/JTL-Wawi_Verkauf_Rechnungskorrektur.png&quot;,&quot;w&quot;:1919,&quot;h&quot;:1110}\" class=\"border-defaultgray border-w-1 border img-fluid mb-5\">\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<ol class=\"list-reset step mb-5 list-wawi normal-step\">\n\t<li >\n\tIn the new <span class=\"highlight\">Invoice correction<\/span> dialogue box in the <span class=\"highlight\">Line items<\/span> area, check the ordered items on the invoice.<\/li><\/ol><div class=\"media-object media-object-border d-flex align-items-top\">\n\t\n\t\t\n\t\t<span class=\"mt-1 mr-3 flex-shrink-0 far fa-info-circle fa-2x columnsize-fa-2x text-wawi\"><\/span>\n\t\t\t<span class=\"media-content border-wawi\">\n\t\n\t\t\t<span style=\"color: #f68b25;\"><strong>Please note:<\/strong><\/span> If you want to return the payment for all ordered items, leave all items in the <span class=\"highlight\">Line items<\/span> area. If you want to return the payment for only some of the ordered items, remove the items that you do <strong>not<\/strong> want to be refunded. To do this, select the items that are <strong>not<\/strong> to be refunded and click the <span class=\"highlight\">Delete<\/span>button.\t\t\t<\/span>\n\t\n\t<\/div>\n\n\n<ol class=\"list-reset step mb-5 list-wawi normal-step\">\n\t<li class=\"media-single-line\">\n\tClick on the <span class=\"highlight\">Save and formalise<\/span> button.<\/li><\/ol>\t\t\t\t\t\t<div data-gallery>\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Rechnungskorrektur_speichern_und_festschreiben.png\" itemprop=\"contentUrl\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Rechnungskorrektur_speichern_und_festschreiben.png\" srcset=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Rechnungskorrektur_speichern_und_festschreiben.png 1600w,https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Rechnungskorrektur_speichern_und_festschreiben-1024x658.png 1024w,https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Rechnungskorrektur_speichern_und_festschreiben-768x493.png 640w\" width=\"1484\" sizes=\"auto, (max-width: 20em) 30vw, (max-width: 30em) 60vw, (max-width: 40em) 90vw\" height=\"953\" alt=\"JTL-Wawi_Verkauf_Rechnungskorrektur_speichern_und_festschreiben\" data-pswp=\"{&quot;src&quot;:&quot;https:\\\/\\\/guide.jtl-software.com\\\/uploads\\\/JTL-Wawi_Verkauf_Rechnungskorrektur_speichern_und_festschreiben.png&quot;,&quot;w&quot;:1484,&quot;h&quot;:953}\" class=\"border-defaultgray border-w-1 border img-fluid mb-5\">\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<ol class=\"list-reset step mb-5 list-wawi normal-step\">\n\t<li class=\"media-single-line\">\n\tNote the contents of the <span class=\"highlight\">Invoice correction<\/span>warning message. Click on the <span class=\"highlight\">OK<\/span> button.<\/li><li >\n\tNote the content of the warning message <span class=\"highlight\">Formalising an invoice correction<\/span>. Click on the <span class=\"highlight\">OK<\/span> button.<\/li><\/ol>\t<p>You have successfully created an invoice correction. In the next step, generate the outgoing payment.<\/p>\n<h3 class=\"d-flex align-items-center hl-wawi\" id=\"generating-an-outgoing-payment\">Generating an outgoing payment <span id='anchor-generating-an-outgoing-payment' data-href='#generating-an-outgoing-payment' class='far fa-link' data-anchor><\/span><\/h3>\t<p>You have successfully created an invoice correction. To generate the outgoing payment for the invoice correction, do the following:<\/p>\n<ol start=\"1\" class=\"list-reset step mb-5 list-wawi normal-step\">\n\t<li class=\"media-single-line\">\n\tOpen the <span class=\"highlight\">Invoice corrections<\/span> folder.<\/li><li class=\"media-single-line\">\n\tSelect the invoice correction from the table.<\/li><li >\n\tClick on the button <span class=\"highlight\">Generate outgoing payment (arrow key)<\/span> and select the option <span class=\"highlight\">Payment reconciliation<\/span>.<\/li><\/ol><div class=\"media-object media-object-border d-flex align-items-top\">\n\t\n\t\t\n\t\t<span class=\"mt-1 mr-3 flex-shrink-0 far fa-info-circle fa-2x columnsize-fa-2x text-wawi\"><\/span>\n\t\t\t<span class=\"media-content border-wawi\">\n\t\n\t\t\t<span style=\"color: #f68b25;\"><strong>Please note:<\/strong><\/span> If you use JTL-Vouchers, you can send your customer a voucher instead of a refund. In this case, select the <span class=\"highlight\">Voucher<\/span> option. See <span style=\"color: #f68b25;\"><a style=\"color: #f68b25;\" href=\"https:\/\/guide.jtl-software.com\/jtl-vouchers\/betrieb\/retoure-als-gutschein-erstatten-in-jtl-wawi\/#retoure-als-gutschein-auszahlen-in-jtl-wawi\">Refunding returns as vouchers in JTL-Wawi<\/a><\/span>\t\t\t<\/span>\n\t\n\t<\/div>\n\n\n\t\t\t\t\t\t<div data-gallery>\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Rechnungskorrekturen_Zahlungsabgleich.png\" itemprop=\"contentUrl\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Rechnungskorrekturen_Zahlungsabgleich.png\" srcset=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Rechnungskorrekturen_Zahlungsabgleich.png 1600w,https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Rechnungskorrekturen_Zahlungsabgleich-1024x593.png 1024w,https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Rechnungskorrekturen_Zahlungsabgleich-768x445.png 640w\" width=\"1919\" sizes=\"auto, (max-width: 20em) 30vw, (max-width: 30em) 60vw, (max-width: 40em) 90vw\" height=\"1112\" alt=\"JTL-Wawi_Verkauf_Rechnungskorrekturen_Zahlungsabgleich\" data-pswp=\"{&quot;src&quot;:&quot;https:\\\/\\\/guide.jtl-software.com\\\/uploads\\\/JTL-Wawi_Verkauf_Rechnungskorrekturen_Zahlungsabgleich.png&quot;,&quot;w&quot;:1919,&quot;h&quot;:1112}\" class=\"border-defaultgray border-w-1 border img-fluid mb-5\">\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<p>You have successfully generated the outgoing payment for an invoice correction. In the next step, send the outgoing payment to the customer.<\/p>\n<h3 class=\"d-flex align-items-center hl-wawi\" id=\"sending-the-final-outgoing-payment\">Sending the final outgoing payment <span id='anchor-sending-the-final-outgoing-payment' data-href='#sending-the-final-outgoing-payment' class='far fa-link' data-anchor><\/span><\/h3>\t<p>You have successfully generated the outgoing payment. In the next step, send the outgoing payment to the customer.<\/p>\n<ol start=\"1\" class=\"list-reset step mb-5 list-wawi normal-step\">\n\t<li class=\"media-single-line\">\n\tIn the <span class=\"highlight\">Payments<\/span> area, open the <span class=\"highlight\">Refunds &gt; Not sent<\/span> folder.<\/li><li class=\"media-single-line\">\n\tSelect the payment in the table and click on the <span class=\"highlight\">Send<\/span> button.<\/li><\/ol>\t\t\t\t\t\t<div data-gallery>\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Auszahlung_senden.png\" itemprop=\"contentUrl\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Auszahlung_senden.png\" srcset=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Auszahlung_senden.png 1600w,https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Auszahlung_senden-1024x592.png 1024w,https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Auszahlung_senden-768x444.png 640w\" width=\"1917\" sizes=\"auto, (max-width: 20em) 30vw, (max-width: 30em) 60vw, (max-width: 40em) 90vw\" height=\"1109\" alt=\"JTL-Wawi_Auszahlung_senden\" data-pswp=\"{&quot;src&quot;:&quot;https:\\\/\\\/guide.jtl-software.com\\\/uploads\\\/JTL-Wawi_Auszahlung_senden.png&quot;,&quot;w&quot;:1917,&quot;h&quot;:1109}\" class=\"img-fluid mb-5\">\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<ol class=\"list-reset step mb-5 list-wawi normal-step\">\n\t<li >\n\tIn the new login window, you will be prompted to enter your login details for the respective payment provider that you will use to send the outgoing payment to the customer. Enter your login details and click the <span class=\"highlight\">OK<\/span> button.<\/li><li >\n\tYou will see a notification message that shows you the transmission progress. Once your outgoing payment has been successfully sent, you will see the outgoing payment in the <span class=\"highlight\">Refunds &gt; Sent<\/span> folder.<\/li><\/ol>\t<p>You have successfully sent an outgoing payment to your customer.<\/p>\n<h2 class=\"d-flex align-items-center hl-wawi\" id=\"sending-payments-when-cancelling-sales-orders\">Sending payments when cancelling sales orders <span id='anchor-sending-payments-when-cancelling-sales-orders' data-href='#sending-payments-when-cancelling-sales-orders' class='far fa-link' data-anchor><\/span><\/h2>\t<p>You can cancel a sales order and refund the payment if you have not yet created an invoice for the sales order. The first step is to cancel the sales order and generate the outgoing payment. After that, you must send the final payment to the customer.<\/p>\n<div class=\"media-object media-object-border d-flex align-items-top\">\n\t\n\t\t\n\t\t<span class=\"mt-1 mr-3 flex-shrink-0 far fa-info-circle fa-2x columnsize-fa-2x text-wawi\"><\/span>\n\t\t\t<span class=\"media-content border-wawi\">\n\t\n\t\t\t<span style=\"color: #f68b25;\"><strong>Please note:<\/strong><\/span> If you have already cancelled the sales order without generating an outgoing payment, you can return the payment via the payment details. See <span style=\"color: #f68b25;\"><a style=\"color: #f68b25;\" href=\"https:\/\/guide.jtl-software.com\/en\/sending-payments-to-customers\/#zahlung-einer-stornierten-bestellung-zuruecksenden\">Returning the payment of a cancelled order<\/a><\/span>\t\t\t<\/span>\n\t\n\t<\/div>\n\n\n<h3 class=\"d-flex align-items-center hl-wawi\" id=\"cancelling-sales-orders-and-generating-outgoing-payments\">Cancelling sales orders and generating outgoing payments <span id='anchor-cancelling-sales-orders-and-generating-outgoing-payments' data-href='#cancelling-sales-orders-and-generating-outgoing-payments' class='far fa-link' data-anchor><\/span><\/h3>\t<p>To cancel a sales order and generate an outgoing payment, do the following:<\/p>\n<ol start=\"1\" class=\"list-reset step mb-5 list-wawi normal-step\">\n\t<li class=\"media-single-line\">\n\tClick on the <span class=\"highlight\">Sales<\/span> icon to go to the Sales area.<\/li><li class=\"media-single-line\">\n\tOpen the <span class=\"highlight\">Sales orders<\/span> folder.<\/li><li class=\"media-single-line\">\n\tSelect the desired sales order from the table.<\/li><\/ol><div class=\"media-object media-object-border d-flex align-items-top\">\n\t\n\t\t\n\t\t<span class=\"mt-1 mr-3 flex-shrink-0 far fa-info-circle fa-2x columnsize-fa-2x text-wawi\"><\/span>\n\t\t\t<span class=\"media-content border-wawi\">\n\t\n\t\t\t<span style=\"color: #f68b25;\"><strong>Please note:<\/strong><\/span> In order to generate an outgoing payment, the sales order must have been paid and assigned to an incoming payment via the payment module.\t\t\t<\/span>\n\t\n\t<\/div>\n\n\n<ol class=\"list-reset step mb-5 list-wawi normal-step\">\n\t<li >\n\tClick on the <span class=\"highlight\">Cancellation<\/span> button (arrow key) and select the option <span class=\"highlight\">Cancel with outgoing payment<\/span>.<\/li><\/ol>\t\t\t\t\t\t<div data-gallery>\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Storno_mit_Ausgangszahlung_bezahlt.png\" itemprop=\"contentUrl\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Storno_mit_Ausgangszahlung_bezahlt.png\" srcset=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Storno_mit_Ausgangszahlung_bezahlt.png 1600w,https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Storno_mit_Ausgangszahlung_bezahlt-1024x591.png 1024w,https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Verkauf_Storno_mit_Ausgangszahlung_bezahlt-768x443.png 640w\" width=\"1919\" sizes=\"auto, (max-width: 20em) 30vw, (max-width: 30em) 60vw, (max-width: 40em) 90vw\" height=\"1108\" alt=\"JTL-Wawi_Verkauf_Storno_mit_Ausgangszahlung_bezahlt\" data-pswp=\"{&quot;src&quot;:&quot;https:\\\/\\\/guide.jtl-software.com\\\/uploads\\\/JTL-Wawi_Verkauf_Storno_mit_Ausgangszahlung_bezahlt.png&quot;,&quot;w&quot;:1919,&quot;h&quot;:1108}\" class=\"border-defaultgray border-w-1 border img-fluid mb-5\">\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<ol class=\"list-reset step mb-5 list-wawi normal-step\">\n\t<li >\n\tIn the new dialogue box <span class=\"highlight\">Cancellation reason<\/span>, select the <span class=\"highlight\">Reason for cancellation<\/span> from the drop-down menu and click the <span class=\"highlight\">Apply<\/span> button.<\/li><\/ol>\t<p>You have successfully cancelled a sales order and generated the outgoing payment. Next, you need to send the final outgoing payment to the customer. To do this, follow the instructions in the chapter <span style=\"color: #f68b25;\"><a style=\"color: #f68b25;\" href=\"https:\/\/guide.jtl-software.com\/en\/sending-payments-to-customers\/#ausgangszahlung-final-senden\">Sending the final outgoing payment<\/a><\/span>.<\/p>\n<h2 class=\"d-flex align-items-center hl-wawi\" id=\"returning-payments-via-the-payment-details\">Returning payments via the payment details <span id='anchor-returning-payments-via-the-payment-details' data-href='#returning-payments-via-the-payment-details' class='far fa-link' data-anchor><\/span><\/h2>\t<p>In the <span class=\"highlight\">Payment details<\/span> dialogue box in the <span class=\"highlight\">Payments<\/span> area, you can also send payments back to your customers. You can return the unassigned remaining amount of a payment or return the payment of a cancelled sales order if you have not yet generated the outgoing payment during the cancellation.<\/p>\n<h3 class=\"d-flex align-items-center hl-wawi\" id=\"returning-the-remaining-amount\">Returning the remaining amount <span id='anchor-returning-the-remaining-amount' data-href='#returning-the-remaining-amount' class='far fa-link' data-anchor><\/span><\/h3>\t<p>To return the overpaid amount of a partially assigned payment to the customer, proceed as follows. The payment must be partially assigned to a sales order and\/or a different chargeback.<\/p>\n<ol start=\"1\" class=\"list-reset step mb-5 list-wawi normal-step\">\n\t<li class=\"media-single-line\">\n\tOpen the Payments area using the <span class=\"highlight\">Payments<\/span> button.<\/li><li class=\"media-single-line\">\n\tOpen the <span class=\"highlight\">Account activities<\/span> folder.<\/li><li >\n\tDouble-click on the incoming payment for which you want to return the unassigned amount.<\/li><li >\n\tIn the new <span class=\"highlight\">Payment details<\/span> dialogue box, you will see the unassigned amount of the payment in the <span class=\"highlight\">Amount<\/span>section. Click on the <span class=\"highlight\">Carry out chargeback button<\/span> (arrow key) and select the option <span class=\"highlight\">Remaining amount<\/span>.<\/li><\/ol>\t\t\t\t\t\t<div data-gallery>\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Zahlungsdetails_Restbetrag.png\" itemprop=\"contentUrl\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Zahlungsdetails_Restbetrag.png\" srcset=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Zahlungsdetails_Restbetrag.png 1600w,https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Zahlungsdetails_Restbetrag.png 1024w,https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Zahlungsdetails_Restbetrag-768x601.png 640w\" width=\"886\" sizes=\"auto, (max-width: 20em) 30vw, (max-width: 30em) 60vw, (max-width: 40em) 90vw\" height=\"693\" alt=\"JTL-Wawi_Zahlungsdetails_Restbetrag\" data-pswp=\"{&quot;src&quot;:&quot;https:\\\/\\\/guide.jtl-software.com\\\/uploads\\\/JTL-Wawi_Zahlungsdetails_Restbetrag.png&quot;,&quot;w&quot;:886,&quot;h&quot;:693}\" class=\"border-defaultgray border-w-1 border img-fluid mb-5\">\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<div class=\"media-object media-object-border d-flex align-items-top\">\n\t\n\t\t\n\t\t<span class=\"mt-1 mr-3 flex-shrink-0 far fa-info-circle fa-2x columnsize-fa-2x text-wawi\"><\/span>\n\t\t\t<span class=\"media-content border-wawi\">\n\t\n\t\t\t<span style=\"color: #f68b25;\"><strong>Please note:<\/strong><\/span> Alternatively, you can also initiate the refund of the remaining amount in the <span class=\"highlight\">Payments<\/span> section of the <span class=\"highlight\">Account activities<\/span> folder. To do this, select the payment and click on the <span class=\"highlight\">Chargeback Remaining amount\u2026<\/span> button.\t\t\t<\/span>\n\t\n\t<\/div>\n\n\n\t<p>You have successfully created the outgoing payment for a remaining amount. You must then send the final outgoing payment to the customer. To do this, follow the instructions in the chapter <span style=\"color: #f68b25;\"><a style=\"color: #f68b25;\" href=\"https:\/\/guide.jtl-software.com\/en\/sending-payments-to-customers\/#ausgangszahlung-final-senden\">Sending the final outgoing payment<\/a><\/span>.<\/p>\n<h3 class=\"d-flex align-items-center hl-wawi\" id=\"returning-a-payment-for-a-cancelled-sales-order\">Returning a payment for a cancelled sales order <span id='anchor-returning-a-payment-for-a-cancelled-sales-order' data-href='#returning-a-payment-for-a-cancelled-sales-order' class='far fa-link' data-anchor><\/span><\/h3>\t<p>To return the payment for a cancelled sales order, proceed as follows. The payment must have been assigned to a sales order that you have already cancelled without creating an outgoing payment.<\/p>\n<div class=\"media-object media-object-border d-flex align-items-top\">\n\t\n\t\t\n\t\t<span class=\"mt-1 mr-3 flex-shrink-0 far fa-info-circle fa-2x columnsize-fa-2x text-wawi\"><\/span>\n\t\t\t<span class=\"media-content border-wawi\">\n\t\n\t\t\t<span style=\"color: #f68b25;\"><strong>Please note:<\/strong><\/span> If you have not yet cancelled the sales order, you can cancel the sales order and generate an outgoing payment directly. See <span style=\"color: #f68b25;\"><a style=\"color: #f68b25;\" href=\"https:\/\/guide.jtl-software.com\/en\/sending-payments-to-customers\/#zahlung-senden-bei-stornierung-des-auftrags\">Sending payments when cancelling sales orders<\/a><\/span>\t\t\t<\/span>\n\t\n\t<\/div>\n\n\n<ol start=\"1\" class=\"list-reset step mb-5 list-wawi normal-step\">\n\t<li class=\"media-single-line\">\n\tOpen the Payments area using the <span class=\"highlight\">Payments<\/span> button.<\/li><li class=\"media-single-line\">\n\tOpen the <span class=\"highlight\">Account activities<\/span> folder.<\/li><li class=\"media-single-line\">\n\tDouble-click on the incoming payment of the cancelled sales order.<\/li><li >\n\tIn the new <span class=\"highlight\">Payment details<\/span> dialogue box, click on the <span class=\"highlight\">Carry out chargeback<\/span> button (arrow button) and select the option <span class=\"highlight\">Cancelled order<\/span>.<\/li><\/ol>\t\t\t\t\t\t<div data-gallery>\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Zahlungsdetails_stornierte_Bestellung.png\" itemprop=\"contentUrl\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Zahlungsdetails_stornierte_Bestellung.png\" srcset=\"https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Zahlungsdetails_stornierte_Bestellung.png 1600w,https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Zahlungsdetails_stornierte_Bestellung.png 1024w,https:\/\/guide.jtl-software.com\/uploads\/JTL-Wawi_Zahlungsdetails_stornierte_Bestellung-768x601.png 640w\" width=\"886\" sizes=\"auto, (max-width: 20em) 30vw, (max-width: 30em) 60vw, (max-width: 40em) 90vw\" height=\"693\" alt=\"JTL-Wawi_Zahlungsdetails_stornierte_Bestellung\" data-pswp=\"{&quot;src&quot;:&quot;https:\\\/\\\/guide.jtl-software.com\\\/uploads\\\/JTL-Wawi_Zahlungsdetails_stornierte_Bestellung.png&quot;,&quot;w&quot;:886,&quot;h&quot;:693}\" class=\"border-defaultgray border-w-1 border img-fluid mb-5\">\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<p>You have successfully created the outgoing payment for a cancelled sales order. You must then send the final outgoing payment to the customer. To do this, follow the instructions in the chapter <span style=\"color: #f68b25;\"><a style=\"color: #f68b25;\" href=\"https:\/\/guide.jtl-software.com\/en\/sending-payments-to-customers\/#ausgangszahlung-final-senden\">Sending the final outgoing payment<\/a><\/span>.<\/p>\n[\/vc_column][\/vc_row]<\/div>","protected":false},"excerpt":{"rendered":"Contents Contents Sending payments to customers Your task\/initial situation Your customer has sent you a payment and you want to <a href=\"https:\/\/guide.jtl-software.com\/en\/jtl-wawi\/payments\/sending-payments-to-customers\/\">[...]<\/a>","protected":false},"author":2,"featured_media":0,"parent":302124,"menu_order":471,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"tags":[],"class_list":["post-301998","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Sending payments to customers &#8211; 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