Refunding Products

Modified on Fri, 31 Jul at 9:05 AM

You can effectively handle refunds for returned or defective items, regardless of whether customers are unhappy with their purchase or the product does not live up to expectations. In this article, we will guide you through the steps to refund products.

Things to know:

The ability to refund a ticket is controlled by the "Edit/Refund Closed Tickets" access control
You cannot refund an amount higher than the amount for the product(s)
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.
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 product 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.
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.
Processing a refund for a product with a value of $0 will result in the item being restocked into the inventory.
When processing a refund, no items will be selected by default
When a product is selected for refund, the quantity will be defaulted to 1, even if more than 1 of that item was purchased. If more than one count of the same product is to be refunded, that count can be increased manually.
When an item is partially or fully refunded on a ticket, the Amount and QTY columns display both the original value and the updated balance side by side (e.g., $30.00 → $14.50 and 1.00 → 0.00) for clearer tracking of any changes made to the ticket.
Refunding Items Covered by Credits: Direct refunds are not available for products, appointments, or class enrollments 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 edit 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)
When a ticket is fully refunded, the commission will be removed. If the ticket is only partially refunded, the commission will be adjusted based on the remaining amount.

Contents:

Refunding Products
Refunding Products Valuing $0

Refunding Products

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 product, you can decide to refund all products or just specific ones. You can also refund the entire amount or do a partial refund. To refund a specific product, you can just check the box next to the product(s) you want to be refunded. You can also choose the restocking location and 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

Refunding Products Valuing $0

You can refund products valuing $0 or those that have been discounted to $0 by following the steps below:

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
Click the 'Next' button
Select the 'Refund' button to complete the refund
Confirm by clicking Done on the confirmation message received
You will then be directed to view the ticket with the refund detail

For more information, contact us at support@mytime.com or (385) 233-6964.

Related Articles: