If you need to refund a client, this article is for you! There are a few ways that we can go about refunding a client transaction, so feel free to click ahead to the section that best fits your needs!
👉 Keep in mind: Refunds are not issued automatically if an appointment is canceled. All refunds will need to be manually processed. Processing fees from refunds are not returned.
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Refund from Appointment
If you ever need to refund a client, you can do that by heading to that client's particular appointment, or you can head to the "Payments" page to view and refund a transaction that way.
Here's how you can do that right from the appointment details:
Head to the appointment calendar and open up the appointment you need to refund
Click on and expand the Ticket Info area to pull up prior transactions
Then you'll wanna click the Refund button to walk through the refund process. Refund the whole or just a partial amount here. Like this. 👇
Refund from the Tickets List:
Here are the steps to issue a refund via the Tickets list:
Navigate to Settings and choose "Payments"
Select the "Tickets" tab
In the Tickets area, search for the transaction by date range and/or the client's name
Click onto the transaction you'd like to refund to expand the details
Click the "Refund" button on the transaction
Confirm the amount to refund (partial amount will be accepted), and the tender-type
Click "Refund Transaction"
After you refund, the transaction will display as "Refunded" and the funds will return to the client's account, usually in about 3-5 business days, although this could take up to 7-14 business days depending on the bank.
Refund from the Transactions List:
Navigate to Settings and choose "Payments"
Search for a transaction by confirmation number or view by transaction date.
Click the three vertical dots to the right of the appropriate transaction
From there you'll have the option to view the transaction details or process a refund
Click "Refund Transaction"
Enter the amount of the refund (can choose partial amount) and select "Refund Transaction"
Record a Refund
If you aren't using one of our payment processors and just need to record a refund, you can do that here:
Navigate to Settings and choose "Payments"
Search for a transaction by confirmation number, view by transaction date, or search by tender type
Click the three vertical dots beside the correct transaction, and choose "refund"
Enter in the refund amount and the refund type. Note that unless you charged the client’s card and have a payment processing account, this is simply a recorded refund in Schedulicity rather than a full refund to the client
After you refund, the transaction will display as "refunded"
Refund from the iPhone App
Follow along with these steps if you need to refund a client on the go:
Find your client in the client list
Go to Appts
Select the appointment you need to refund
Click Ticket#
Select the transaction at the bottom of the page
Click Refund
Enter amount, select tender type, and click refund
That'll do the trick for ya!
Failed Refunds
If you are processing on Schedulicity Pay, you may notice the refund request could fail. This would only happen if there aren't enough pending payouts coming in to offset the amount going out. There are a couple options from here:
You can wait until you have another transaction to re-try the refund
Refund another way (IE with cash or through Venmo)
Or we can help you get a reserve account set up for times this may occur
Let us know if you'd like the steps to set up a reserve account balance to hold funds in case this arises again.