Refunding Memberships and Membership Charges

When refunding a membership purchase or a recurring membership charge, you can choose whether to retain or remove item and value credits. This article explains how to process membership refunds in POS.

Things to Know:

• The ability to refund a ticket is controlled by the "Edit/Refund Closed Tickets" access permission
• Refunds and edits cannot be processed for tickets linked to a deleted location or account.
  • If a child account is deleted, the associated tickets will no longer be accessible.
  • If a single location is deleted from a child account that still has other active locations, the tickets will remain accessible from the client profile and reports but cannot be edited or refunded.
    
• Refunding membership charges does not cancel the membership
• Memberships can be refunded even if the credits have already been used
• When a membership's initial or recurring charge is refunded:
  • If the "Membership Credits" checkbox is selected, any item and value credits from that payment will be deleted from the client's profile.
• Refunds for tickets paid by credit card must be processed back to the same credit card. Alternative refund methods (e.g., cash) are not allowed. However, if the original payment was made in cash, refunds can be issued as a gift card if the 'Enable Refund to Gift Card' setting is enabled.
• Register selection during refunds:
  • When selecting a location, the staff member is setting their current/default location.
  • By default, the system will select the most recently used register, assuming the staff member is at that location.
  • The register drop-down menu will display:
  • The register currently selected
  • The register at the original ticket's location

Refunding Initial Membership Purchases

To refund a membership purchase:

1. Navigate to POS > Closed Tickets 
2. Add desired filters and select "Update"
3. You can enter the name of the client or the ticket ID in the "Search by Client Name, Ticket ID" field
4. Select the ticket number to open the ticket
5. Once the ticket opens, navigate to the bottom of the screen and click the "Refund" button
6. On the refund page, you can decide to refund the entire amount or do a partial refund 
7. Check the box to select the membership to refund
8. The "Membership Credits" checkbox will appear checked by default
9. Uncheck the box to retain the membership credits (both value and item credits). If you choose to remove the credits, they will be deducted from the client's membership, and the adjustment will be recorded in the audit trail on the client's profile.
10. Select the "Next" button at the bottom right of the screen
11. Confirm by clicking the refund amount button
12. A confirmation message with display, click Done                                                                                                          

Refunding Membership Recurring Charges 

To refund a recurring membership charge:

1. Navigate to the Clients tab
2. Locate the client and open their profile 
3. Scroll to the "Past Bookings & Product Purchases" to find the membership charge 
4. Click the ticket number to open the ticket in POS 
5. Scroll to the bottom of the screen and click the "Refund" button 
6. On the refund page, choose to issue a full or partial refund  
7. The "Membership Credits" checkbox is selected by default: 
   • Uncheck the box to retain the membership credits (value and item credits)
   • If left checked, the credits will be removed, and the adjustment will be recorded in the audit trail on the client's profile 
8. Click "Next" at the bottom right of the screen 
9. Confirm by clicking the refund amount button 
10. A confirmation message will appear; click 'Done' to complete the process  

For more information, contact us at [email protected].

Related Articles:

Editing Closed Tickets

Refunding to Gift Cards

Refunding Appointments

Refunding Gift Cards

Refunding Products

Refunding Memberships