How do I issue a Refund?

Yes. You can Refund your customers in the Admin Dashboard in the Customer’s Account.

First, ensure you understand why the customer is asking for a refund.

• If the refund request conflicts with your Cancellation Policy, follow the policy your business has implemented.

• If the reason does not conflict with your Cancellation Policy, to provide a customer refund, process a Refund.

There are two ways to perform a Refund in the Admin Dashboard.

1. Navigate to the Customer’s Account who has requested the Refund

2. Click on the Purchases tab

3. Click on the specific Purchase you would like to Refund

4. Scroll down and on the right side, you will notice a “Refund” button

5. Click on this button and complete the following information

   1. Amount to refund

   2. Type of refund

      1. Money, or

      2. Credits

   3. Reason for refund

      1. The reasons for refund should be chosen as Request by Customer or Duplicate

      2. NOTE: if the reason for refund is Fraud, this information is passed to Stripe, which automatically blocks the Customer’s credit card from future payments.

   4. Details of refund, then

6. Click the Refund button on this popup window, and the refund will initiate

We suggest providing Credits for several reasons:

1. The Customer can use Credits right away because a Money refund will take several days, depending on the Customer’s bank account

2. The Club will not lose the Stripe fee by providing a Refund with Credits

3. The Club ensures the Customer will the Refund at the Club

You can ask the Customer if they want to receive a Refund in Credits or Money, and if the Customer prefers the Refund in Money, we strongly suggest providing that Money Refund.