Please Note: As of August 2025, refunds are only possible for Card payments. There is an update due that will allow cash refunds to be processed on the platform.
A refund puts money back into a customer's account. It allows the record of the purchase to remain and shows another for the money being returned. Voiding a transaction removes the original purchase entirely.
There are several ways to refund a transaction:
Sales/Orders: From the left-hand menu select Transactions and search for the customer, in question
If you cannot see a Details button to the right of the list of transactions, scroll the table to the right, and click on Details
To refund click on the refund button below the Summary details on the left hand side, this will open a sidepeek
From the sidepeek, enter the refund amount, reason and any other notes
Refunding a Pass, Pack or Subscription
When in a customers profile you can refund any pass, pack or subscription by.
Navigate to the Passes & Subscription area of the customers profile
From the list of Passes, Packs and Subscriptions displayed, providing a credit card was used for the purchase, under Payment History, click on the payment to refund
With the sidepeek open, enter the refund amount, reason and include any notes for reference and click Submit - this will then connect to the payment gateway (Stripe) where the refund will be processed, you will receive confirmation on-screen to confirm the refund has been processed.
