How to Refund a Client

There are a few different places where you can refund a client throughout the Dashboard.

1. Refunding Customer to Their Payment Method vs Account Balance
2. Via the Clients Profile
3. Via the Class Details Page
4. Via the Products Page

Refunding Customer to Their Payment Method vs Account Balance

How to refund items (packages, retail products, drop-ins, appointments, etc.) and choose whether the refund goes to the customer's payment method or their account balance.

Note: Please email us at support@recess.tv if you want us to enable this feature flag for you.

Steps to Refund an Item

Follow these steps to process a refund and select where the funds should be returned:

1. Navigate to the Customer's Profile

Go to the customer's profile in your dashboard. People - Clients

2. Locate the Product to Refund

Find the product you need to refund. This can be:

• Packages
• Appointments
• Retail items
• Drop-ins

3. Access the Refund Option

Click on the three dots next to the item and select "Refund" from the dropdown menu.

4. Review the Refund Pop-Up

A pop-up window will appear with refund options.

5. Select the Refund Type and Method

Choose:

• Type of refund (full or partial)
• Refund method:
  • Account Balance – Returns funds as store credit
  • Payment Method – Returns funds to the original payment method

6. Process the Refund

Click "Refund" to complete the transaction.

Where Refunds Appear

If You Selected "Account Balance":

• The refund will display in the customer's profile under "Account Information" → "Account Balance"
• Customers can use this balance for future purchases

If You Selected "Payment Method":

• The refund will be processed back to the customer's original payment method
• It will show in the customer's profile under "Packages" with the label "Refunded to Payment Method"

How to Refund a Client via the Client's Profile Page:

1. To refund a client from the Client's profile page, navigate to People > Clients.

2. Once you are here, find the client you would like to refund.

3. Click on the Client's name or press the three dots to the right of the page and select View Profile

Once you are on the Client's profile page, you will see two sections. The Packages section will be all of the products (memberships/packages) that the clients have purchased and the Booked Classes section will be all of the classes (Virtual, VOD, IRL, and Private).

Go to the Product or Class you would like to refund the client for. Click the three dots next to the product or class and select the desired refund option.

"Cancel Immediately & Do Not Refund"

This option allows you to cancel the package immediately without issuing any refund to the customer. The customer will:

• Lose access to the package right away
• Not receive their money back (either to their payment method or account balance)

This is typically used when:

• The customer violated terms of service
• There's an agreement that no refund will be provided
• You need to revoke access without returning funds

"Cancel Immediately & Refund"

This option allows you to cancel the package immediately and issue a refund to the customer. The customer will:

• Lose access to the package right away
• Receive their money back (you can choose whether it goes to their payment method or account balance)

This is typically used when:

• The customer requests a cancellation with a refund
• You want to process both actions at once for efficiency
• There's a valid reason for an immediate cancellation with reimbursement

"Refund"

This option allows you to process a refund for the package. When clicked, you'll be able to choose:

• Refund type (full or partial)
• Refund method (account balance or payment method)

The customer will receive their money back based on your selection.

In short:

• "Cancel Immediately & Do Not Refund" = Cancel access, keep the money
• "Cancel Immediately & Refund" = Cancel access and return the money
• "Refund" = Return the money (and typically cancel access based on your refund settings)

When issuing a refund, you have two options to choose from. You can choose to do a Full Refund or a Partial Refund.

Click on Refund to process the refund for the client.

How to Refund a Client via the Class Details Page:

1. First, find the class that the client is signed up for either via the Dashboard or the Calendar.

2. Click on the three dots next to the class and press View Class

After Pressing View Class, you are brought to the Class Details page. Scroll down on the page until you see People in class.

Find the client that you would like to Refund and press the three dots next to the client where you will see a few refund options.

• "Cancel Immediately & Do Not Refund" = Cancel access, keep the money
• "Cancel Immediately & Refund" = Cancel access and return the money
• "Refund" = Return the money (and typically cancel access based on your refund settings)

Click on Refund to process the refund for the client, that's it!

How to Refund a Client via the Subscriptions & Packages Page:

To refund a client from the Packages page, find the package that the client is on, click on the name or press the three dots to the right of the package, and select View Package.

Scroll to the bottom of the page until you see All Clients

Select the 3 dots to the right of the client where you can see the following options:

1. Edit Renewal / Expiration date

   • This allows you to change the membership dates, which is great for suspending a member without canceling them.

2. Add/ Subtract Credits

   • This adds or removes a class credit on a package, perfect for managing your PT clients.

3. Cancel immediately and refund

   • This removes the client from the product and refunds their original payment method

4. Cancel immediately and don't refund

   • This removes the client from the product and does NOT refund their original payment method

5. Cancel at the next Renewal/Expiration Date

   • This cancels the client's auto-renewal of their package

6. Refund

   • This keeps the client in the class or product and refunds their original payment method

When issuing a refund, you have two options to choose from. You can choose to do a Full Refund or a Partial Refund.

Click on Refund to process the refund for the client, that's it!