Refunding Products

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)
• 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. 
• 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.
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• 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."

Refunding Products

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. 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
7. Click the 'Next' button
8. Select the 'Refund' button to complete the refund  
9. Click 'Done'                                                                                                                                                              
10. 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:

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. Click the 'Next' button
7. Select the 'Refund' button to complete the refund
8. Confirm by clicking Done on the confirmation message received
9. 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:

Editing Closed Tickets

Refunding Gift Cards

Refunding Appointments

Refunding to Gift Cards

Refunding Memberships

Refunding Package Purchases