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 the 'cog icon ⚙️' in the Actions column and select Details.
For a custom refund click on the 'Custom refund' button below the Summary details on the left hand side, this will open a sidepeek. Custom refunds are where you may wish to offer a partial but not full refund for a sales transaction.
Refund specific items or products; under the order items section of the page, you will see a checkbox next to each line item, select, one or more to make a specific refund or that item (Note: you will not be able to set the refund amount unlike with the custom refund option).
For a custom refund amount, 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.
