# Job aid: Issue a refund on a paid order

**For:** Payments staff who have issued a refund in Paynest before.

**Before you start:** Open the approved request: you need the order number and the reason.

## Steps

1. In **Search orders**, type the order number from the request.
2. Click the order's row. Check: customer and total match the request, status is **Paid**.
3. In the details, select **Actions** > **Issue refund**.
4. In **Refund note**, type the reason from the request.

> **Warning:** A saved refund cannot be taken back. Check the order number once more.

5. Click **Save refund**.

_Screenshot of step 2 (the order row to check): see the PDF or Word version._

**Done when:** "Refund saved" appears at the bottom left with the order number and the amount.

**Full SOP:** "Issue a refund on a paid order", Finance SOPs folder. Owner: Lena, finance lead.

**Last checked:** 4 October 2026