Refunding Appointments

Modified on Fri, 17 Jan at 8:47 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
You cannot refund an amount higher than the amount for the service
Once a ticket is fully refunded it cannot be reopened
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.
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
When processing a refund for an appointment with services covered by membership credits, the refunded credits will be returned to the original credit allotment. However, if the original credit allotment has expired, the refunded credits will be added to the next credit allotment created after the most recent successful charge. For example, if a client has a monthly membership that is charged on the first of each month and has credits that don't roll over, and they have used credits from June, issuing a refund on September 7th would return the credits to the allotment created after the most recent successful charge (September 1st).
- If no other credit allotment is applicable for the same items as the refunded credits, you will receive an error message stating that the credits cannot be refunded. However, you can manually adjust your client's membership credits or offer a discount for the same amount.
- It is not possible to refund credits from one membership to another, even if the credits are applicable for the same items and are still active. For example, you cannot refund credits used from a Volume Tier 1 Membership to a Volume Tier 2 Membership, even if both memberships offer credits for the same items."

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 setting
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