How to refund a Recurly invoice from a Zendesk ticket

To refund a Recurly invoice without leaving Zendesk, install Tenurewell, open the customer's ticket, find the invoice in the sidebar and click Refund. Choose a refund by amount or by line item, send it to the original payment method or as credit on the account, pick a reason, then click the Refund button, which shows the amount. The ticket gets an internal note and the tenurewell_refund tag, and the Recurly account gets a matching note.

Before you start

Allow refunds must be on in Tenurewell's settings, and the agent must be in Who may take actions. The Recurly API key's own permissions must allow refunds; if they don't, the sidebar says Recurly "cannot do this". Admins can set Refund reasons for agents to pick from and a Largest refund without an admin.

Steps

1. Open the ticket. Tenurewell finds the requester's Recurly account by every email on their Zendesk profile. If several accounts match, pick one from the list. If none do, type an email or account code into the Find box.
2. Find the invoice. Invoices are listed with their status (Paid, Partly refunded, Refunded, Past due, Pending, Failed, credit invoices) and the amount still refundable.
3. Click Refund. The Refund invoice panel opens and states exactly what will happen.
4. Choose how much.
   • By amount: any amount up to the refundable amount.
   • By line item: pick the lines and quantities to refund.
5. Choose where the money goes. To the original payment method, or as credit on the Recurly account.
6. Pick a reason and add a note for your team if you like.
7. Click the Refund button. It shows the amount, for example "Refund $20.00" (by line item it reads "Refund about $20.00", because Recurly calculates the exact figure with tax and discounts). Nothing reaches Recurly until you do.

What happens after you confirm

Each confirmation carries an idempotency key, so a double click or a dropped connection never refunds twice.

Control who can refund, and how much

If the Refund confirm button is greyed out, the red box under it says why: over the refundable amount, over your limit, or a reason of Other without a note.

What it costs

Tenurewell is $10 a month per agent on the Standard plan, with every feature, billed monthly by Zendesk. It has a 14-day free trial, and Zendesk asks for a card at install. The full reference is in the Tenurewell documentation.