How to refund a customer?

Summary

This guide outlines how to process a refund for a customer, whether it's for a purchase, a membership, or other transactions.

General Refund Process

You can refund a customer for their purchase through the 'Orders' tab in their account. The refund will be processed to the original payment method used for the purchase.

Note:
Refunds made via online payment methods (e.g., debit card) may take up to 5 working days to appear in the customer’s bank account.


How to Refund a Customer’s Membership

Refunding a membership follows the same process as refunding any booking or point-of-sale (POS) item. The refund will be returned to the customer using the same payment method used for the membership purchase.

  • If the membership was paid for by invoice (processed as offline credit), your finance team will need to manually return the refund to the customer’s account.

Step-by-Step Guide 

  1. Search for the Customer

  2. Go to the 'Orders' Tab
    Open the customer’s account and navigate to the 'Orders' section.

    Screenshot_2023-05-09_at_12.44.12.png

  3. Select the Order
    Choose the specific order you want to refund and click 'View Details'.

  4. Click 'Refund'
    Once the order details are displayed, click the 'Refund' button.

    Screenshot_2023-05-09_at_12.44.50.png

  5. Select Items to Refund
    Choose the item(s) you wish to refund from the order and confirm by clicking 'Refund' again.

    Screenshot_2023-05-09_at_12.45.40.png


Alternative Refund Method: Adding Credit

As an alternative to issuing a refund to the original payment method, you can add credit directly to the customer’s account for future purchases.


This guide provides a streamlined approach to refunds, ensuring a smooth process for both customers and staff.

 
 
 
 
 

 

 
 
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