Before issuing a refund, make sure your billing provider supports refunds and that your merchant account has this feature enabled.
Note: Be aware of any refund fees and settlement timeframes set by your billing provider.
Refunding Billing Payments
To refund a billing payment, it must have a Settled status.
To check this, go to the member’s profile > Accounts and Billing tab, and click once on the line item for the payment. This will expand the transaction and show the status.
If it’s Settled, you’ll see a [Refund] button – click this to open the refund modal.
Refund Options
In the modal, you’ll see the list of eligible charges. You’ve got two ways to handle these:
Refund and Credit
Use this when the charge was applied by mistake and shouldn’t be collected at all. This will cancel the charge and refund the payment.Refund and Pay Later
Use this when you need to refund the payment now, but want to keep the charge and collect it again later (e.g. wrong card used).
The system will automatically calculate how much should be refunded based on:
The original unassigned credit, and
The charges you’ve selected
If you want to refund a different amount, click the pencil icon next to the amount to unlock and edit it.
After completing the refund, the member’s Account History will reflect:
A negative payment line, and
A negative charge (if credit was applied)
This keeps their account balanced, with nothing is outstanding after the refund.
Refunding In-Person Payments (Non-Billing)
If you’re refunding a manual payment (e.g. cash, EFTPOS), you can do this in the member’s Accounts tab.
Note: This is for record keeping only. You'll still need to return the funds separately, like with cash or a bank transfer.
Here’s how:
Go to the member’s Accounts tab
Click the [Adjustment] button
Choose 'Debit Note' as the adjustment type
Pick what you’re basing the refund on:
Payments – When refunding the same way they paid (e.g. paid cash, refunded cash)
Payment Methods – When refunding a different way (e.g. paid cash, refunded via online banking)
Tip: If the payment method you need isn’t listed, head to
Settings > Financial Configuration > Point of Sale, then click [+ Add Additional Payment Method] to add a new one