Refund eligibility depends on product, transaction, use and applicable terms.
Applies to: Billing, payments and invoices
WHMCS records invoices, payments, credits and tax information against the customer account. A catalogue price change does not rewrite an existing invoice, and a service status does not always change at the same moment as an invoice status.
Before you start
- Sign in to the Customer Portal using the account owner or an authorised user.
- Have the relevant invoice, service, domain or ticket number available.
Step-by-step
- Registry transactions may be non-refundable once committed.
- Third-party licences may become non-refundable when provisioned.
- Setup, migration or usage charges may be excluded.
- Open a Billing ticket promptly with the invoice number.
Confirm the result
- The Customer Portal shows the intended invoice, transaction or service status and the effective date is clear.
- No duplicate payment, renewal or cancellation request has been created while waiting for processing.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| The invoice still appears unpaid after a payment attempt. | The gateway response is pending, the payment failed, or the browser was closed before WHMCS received confirmation. | Do not submit repeated payments immediately. Check the payment provider and invoice transaction history, then open a billing ticket if the status does not update. |
| The amount is not what was expected. | VAT, account credit, a promotion end date, prorating or a different billing cycle may affect the total. | Open the invoice line items and compare the service, period, tax and credit entries before paying. |
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The customer account email address
- The affected invoice, service, domain or ticket number
- The exact message and the time it appeared
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- How automatic payments work
- Prices, VAT and invoice totals
- Account credit and credit notes
- Pay an invoice
- View and download invoices
Last reviewed: 2026-07-18.
