Refunding Appointments

Modified on Fri, 31 Jul at 9:07 AM

Whether due to schedule changes, cancellations, or other circumstances, appointments can be refunded promptly and efficiently, ensuring a seamless experience for clients. In this article, we will guide you through the steps to refund appointments.

Things to know:

The ability to refund a ticket is controlled by the "Edit/Refund Closed Tickets" access control
Once a ticket is closed, you can only edit or issue a refund
The Refund option is only available on tickets where a payment was processed.
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.
You cannot refund an amount higher than the amount for the service
Once a ticket is fully refunded, or partially refunded, it cannot be reopened
If a ticket has been fully paid and saved, and a refund is later issued with all services manually deleted from the ticket, you can mark it as void by clicking the 'Void Ticket' button at the bottom of the ticket page.
Tickets closed with a credit card as the payment method must be refunded to the same credit card and cannot be refunded using alternative methods, such as cash. However, for tickets closed with cash payments, refunds can be processed to gift cards if the 'Enable Refund to Gift Card' setting is activated.
If an appointment is completely covered by a membership or package credit, and no other payments were collected because it is the only item on the ticket—the Refund option is not displayed. In this scenario, your only available action is to manually remove the membership or package label from the ticket.
If the ticket includes other chargeable items (such as tax, a tip, another appointment, a product, or a gift card purchase) and a payment is processed alongside the package/membership credit, the Refund option will be available.
Credit Restoration & Audit Trails on Client Profile
- Automatic Credit Returns: When you refund an item that was paid for with a membership or package credit, that specific credit is automatically restored to the client’s available balance.
- Audit Trail Logs: A "Credit Refunded" entry will automatically appear in the client's respective tracking logs to indicate the credit was restored:
- Package Audit Trail: Appears only when a refund is processed for an item paid for with a package credit.
- Membership Audit Trail: Appears only when a refund is processed for an item paid for with a membership credit.
Registers that appear during a refund:
- By selecting a location, the staff member is establishing their current/default location.
- The most recently selected location register will be selected by default first because we assume that is where the staff member is currently located.
- All applicable registers will be displayed in the register drop-down menu: the one that was selected as well as the register at the ticket's location.
When processing a refund, no items will be selected by default
Refunding Items Covered by Credits: Direct refunds are not available for appointments that were covered by a membership or package credit; the 'Refund' button will not be displayed.
- Workflow to Process Credit Returns: To return the credit, you must select 'Edit Ticket', remove the credit usage from the line item, and process payment for the remaining balance. Once removed, the credit is handled based on the following rules:
  - Original Allotment Active: The credit returns directly to its original credit allotment.
  - Original Allotment Expired: The credit rolls into the next active credit allotment created after the most recent successful billing date.
    - Example: A client has a monthly membership billed on the 1st of each month with non-rolling credits. If they used credits in June and you edited the ticket on September 7th, the refunded credit applies to the allotment created on September 1st.
    - No Valid Allotments: If no applicable credit allotment exists for the refunded items, an error message will indicate that the credits cannot be refunded. In this case, you can manually adjust the client's membership credits or apply a discount for the equivalent amount.
    - Cross-Membership Restrictions: Credits cannot be transferred or refunded from one membership type to another, even if both memberships include identical items and are currently active (e.g., transferring credits between Volume Tier 1 and Volume Tier 2 memberships is not supported).
Manually removing a package or membership label from a ticket does not remove or reverse the staff member’s commission in your reports.
Staff commission is only reversed when a formal Refund is processed for the appointment.
If a refund is processed, the commission adjustment will be reflected in your reports on the date the refund is issued, rather than the original appointment date.
If the ticket is only partially refunded, the commission will be adjusted based on the remaining amount.
When a non-standard payment method is used for a transaction or a refund, it will be labeled clearly in your records:
Payments: Displayed as "Other Payment Received" followed by the specific method in brackets—for example, (PayPal) or (Apple Pay).
Refunds: Displayed as "Other Refunded" with the specific method noted in brackets.
These detailed labels also extend to the Tickets and Journals API endpoints. Rather than returning a generic "Other Payment" label, the API provides the actual payment name (e.g., "PayPal") within the name field.

To refund an appointment:

Navigate to POS > Closed Tickets
Add desired filters and select "Update"
You can enter the name of the client or the ticket ID in the "Search by Client Name, Ticket ID" field
Select the ticket number to open the ticket
Once the ticket opens, navigate to the bottom of the screen and click the "Refund" button
When refunding a service ticket, you can decide to refund all services or just specific ones. You can also refund the entire amount or do a partial refund. To refund a specific service, you can just check the box next to the service(s) you want to be refunded. You can also choose a refund reason if configured in your settings
Click the 'Next' button
Select the 'Refund' button to complete the refund
Click 'Done'
You will then be directed to view the ticket with the refund details