How do refunds and credit notes work?

What you’ll learn in this article

• what a credit note is;
• how a credit note differs from a refund to your card or bank account;
• why a credit note may be issued for an approved refund or adjustment;
• how a credit note affects your invoice balance; and
• how to tell whether you are looking at an invoice or a credit note.

What is a credit note?

A credit note is a billing document that reduces or offsets an amount that was previously billed.

It is commonly used when JustCo approves an adjustment, correction, or refund treatment on an account.

How is a credit note different from a refund?

A credit note does not create a new charge. Instead, it is used to reduce an existing balance or offset a future invoice.

In other words, where an adjustment is approved, JustCo will usually issue a credit note to reflect that adjustment on the account.

Why did I receive a credit note?

You may receive a credit note when JustCo has approved a billing adjustment, such as:

• an invoice correction;
• an approved refund adjustment;
• an offset against a future bill; or
• another approved billing reconciliation on the account.

How does a credit note affect my invoice balance?

A credit note may:

• reduce the amount still payable on an existing invoice; or
• be applied against a future invoice on your account.

This means the value of the credit note is used to adjust what you owe, rather than appearing as a new charge.

Simple example

You may see:

• Invoice INV-10001 for SGD 340; and
• a credit note for SGD 40.

This does not mean you were charged twice. It means the original invoice amount has been adjusted, and the remaining balance may be reduced accordingly.

Why does a credit note sometimes look like another invoice?

Credit notes can look similar to invoices, so they are sometimes mistaken for a second bill.

To check, look at the document title at the top. If it says Credit Note, it is an adjustment document, not another invoice. (The invoice number will also include "CN" in this case).

How do I know whether I am looking at an invoice or a credit note?

In the JustCo App, review the document details carefully and check:

• the document title; and
• the document number.

If the document is a credit note, then the amount shown will offset any outstanding balance in your account. 

How are approved refund adjustments usually given?

Where JustCo approves a refund adjustment, it will usually be issued in the form of a credit note.

A credit note is used to reduce or offset an amount on your account. It is the standard way approved billing adjustments are usually reflected.

When are refunds or adjustments not available?

Not all bookings or memberships are eligible for refund or adjustment.

In particular, refunds or adjustments are generally not available for confirmed bookings, activated products, renewed membership terms, late cancellations, or change-of-mind requests, unless JustCo agrees otherwise under the applicable product terms or Store policies.

Where no refund or adjustment has been approved, the original invoice or charge remains fully payable. 

What if I think I was charged twice?

First, check whether you are looking at:

• two separate invoices;
• an invoice and a credit note; or
• an invoice and a payment record.

In many cases, what looks like duplicate billing is actually a billing adjustment, credit note, or payment record shown alongside the original invoice.

You may also be interested in

• Refund & Final Sale Policy.
• Why does it look like I was billed twice?
• How do I check my invoices and billing details?

Need help?

If you need help understanding a credit note, refund adjustment, or invoice balance, please submit a ticket to Finance for support.