If you need to issue a refund to a client for a payment processed through ISN, the steps will depend on the payment method used. This article walks through refunds for credit card and ACH payments, how partial refunds work, and how to move a payment from one order to another.
Refunding a Credit Card Payment
To refund a payment made by credit card through ISN:
Navigate to Inspections -- Scheduled Inspections.
Open the order and click Actions.
Select Payments.
Under Payment History, click Refund.
Enter the refund amount (full or partial) and confirm.
Refunding an ACH Payment
ACH refunds have a few important restrictions to be aware of:
The payment must be fully settled and at least 3–5 business days old before a refund can be issued.
Only full refunds are supported — partial ACH refunds are not available.
If the payment is still showing as "Processing", use the Reverse option instead to void the transaction.
For more information about ACH, click here.
Partial Refunds and Processing Fees
When issuing a partial refund on a credit card payment, only the amount you choose to refund is returned to the client. The convenience fee and the credit card processing fee are not refunded — those remain as originally charged and are kept by the payment processor.
Moving a Payment to a Different Order
If a payment was applied to the wrong order, our support team can move it for you. Please note:
Only full payments can be moved — partial payment transfers are not supported.
To request a payment move, contact our support team with the original order ID and the new order ID you'd like the payment moved to.
If you have any questions about this process please let us know! You can reach us by chat, email at help@inspectionsupport.com, or phone at (800) 700-8112.