We strongly encourage you to issue refunds BEFORE funds are transferred out of our payment processor to your government bank account (e.g., while they are still shown as “Pending” on CityGrows. We have found that setting a weekly payment transfer timeline allows local governments to issue any refunds needed (for example, if a constituent has paid an incorrect amount or a permit was denied after payment received) BEFORE the funds are moved over to your bank account. If you refund a payment that’s already been transferred to your bank, you may incur more administrative challenges and expenses with delayed refunds, because of fees imposed by your bank.

There are two ways to issue a refund in CityGrows:

  1. From the workflow dashboard, select the submission with the payment you need to refund. Then select “Activity Log.” The Activity Log is also where you can download a copy of the receipt, if needed.


The Activity Log displays the steps of a process. Go to the payment step, which breaks down the fees paid and the net amount. This is where you have the option to refund a payment.


Select ‘Refund Payment’ - the status will change to the following:


There are no CityGrows fees associated with refunded payments. Your bank may charge fees for refunds issued AFTER a payment is received by the bank.

  1. The second way to issue a refund is via the ‘Transaction History’ screen. Simply search for and identify the payout to refund and select the ‘Refund payment’ option.


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