Must know
- Cancel returns no money and Refund sends money back. Unpaid invoices show Cancel invoice, paid ones show Issue refund, and a Draft row in the invoices list offers Delete.
- In the refund dialog each line has its own choice: keep the item (money back only) or Unenroll, Return item or Void card. The cancel option is the default.
- A Charged back invoice has no refund or cancel action, and an invoice imported from your previous system only offers Record refund.
- The Program Cancellation email goes out only if your club has turned that system rule on.
A paid invoice can never be cancelled: issue a refund instead.
Cancel invoice. On an ordinary unpaid invoice it removes the charge from the family’s balance, touches no enrollment and sends no notification. You confirm with Cancel invoice (or back out with Keep invoice), and it can’t be undone. It is refused, with a message naming the fix, for a payment plan installment, one with a payment still processing, a checkout where the family chose to pay you directly and already has the items, and one with an item that took effect when sent. If the family’s bank returned the payment and reopened the invoice, cancelling also cancels its enrollments, memberships, passes and store items, and the confirm text says so.
Issue refund. It opens Set refund amounts. Tick the lines, enter an amount for each, and choose what happens to the item:
Rows start on the cancel option, so the default still cancels. Choosing a keep option refunds the money only. A 0.00 row set to keep is ignored. When every amount is $0.00, the buttons read Review cancellation and Confirm cancellation.
Where the money goes. Under Refund to pick Original payment method, Record cash refund (handled outside the platform), Record E-transfer refund, or Account credit (added to the family’s balance) (guardian accounts only). Only the original payment method moves money through your payment processor (details).
Emails. Only a refund to the original payment method sends the Refund initiated email. Ending membership or pass access sends Access ended after a refund, even at $0.00. An unenrollment sends Program Cancellation only if that rule is on, and not to a payer who already gets the refund email. Switch these on or off, or reword them, under Settings > Communication > Notifications > System Rules (which emails go out).
Other places you can refund or cancel. The Cancel enrollment? dialog offers Also refund this enrollment (details). Cancelling a membership lets you choose a refund. Store orders offer Cancel item and Return item, with Also refund the customer and Restock inventory (details). Cancelling a session can credit families. Changing a program’s schedule or registration style after families register can refund them too.
Related: How do I refund a customer on a paid invoice? · How do I cancel an unpaid invoice? · How do I cancel a line item without giving money back? · How do I cancel an enrollment and refund it in one step?