Refunding Package Purchases

Modified on Thu, 6 Nov at 7:23 AM

Packages can be refunded through the POS even if the items in the package have been used. This article will guide you through the steps for processing a package refund.

Things to Know:

The ability to refund a ticket is controlled by the "Edit/Refund Closed Tickets" access control
If the company setting “Allow refunding packages even after they have been used” is enabled, the "Remove" checkbox under the "Membership/Package Credits" column on the refund page will be selected by default when processing a refund—regardless of whether the package has been used. For example, if a client purchased a 10-session facial package and has already used 3 sessions, you can still refund the package (in full or in part) because the setting allows refunds even for used packages. However, if this setting is disabled, any package that has already been used (even partially) will not be eligible for a refund.
Once a package is refunded, it will be removed from the client's profile
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.
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 a ticket has been fully paid and saved, and a refund is later issued with all packages manually deleted from the ticket, you can mark it as void by clicking the 'Void Ticket' button at the bottom of the ticket page.
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

To refund a package:

Go 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
On the refund page, you can decide to refund the entire amount or do a partial refund
Check the box next to the refund amount to enter the amount you want to refund
The 'Membership/Package Credits' checkbox will appear checked by default, meaning the associated credits will be removed once the refund is processed. This adjustment will be recorded in the package's audit trail on the client’s profile. If you want the client to keep their package credits after the refund, simply uncheck the box before completing the refund.
Select the "Next" button at the bottom right of the screen
Confirm by clicking the refund amount button
A confirmation message will be display; click Done
From the closed ticket screen, select 'Done' at the bottom right of the screen