Must know
- Type **0.00 line set to a Keep option is ignored.
- Every eligible line opens ticked and filled in with its refund amount. Untick each line you are not cancelling. A line set to Keep still refunds whatever amount is in its box.
- With a $0.00 total the buttons read Review cancellation and Confirm cancellation, and no money moves.
- For a membership or pass, choose No refund and End access now (or Remove unused credits for a pass). The payer still gets an access-ended email.
1
Open the refund dialog
Open the invoice from Financials > Invoices. On a paid invoice, click Issue refund in the header. The Set refund amounts step opens. Lines that can’t be cancelled are greyed out with a reason. With none ticked, you see Select at least one item to continue.
2
Set each line
Untick lines you are keeping. On each line to cancel, type 0 in the amount and leave the item choice on Unenroll, Return item, Void card or Cancel item. The hint under it confirms the choice. Nothing else changes means Keep. If a cancelled line spent punches, leave Return [N] punches to [card] ticked to give them back.
3
Review and confirm
Click Review cancellation. The next screen is still titled Review refund; each line has a Cancel, Ends now or Credits removed badge. If ending access leaves a program uncovered, a Programs that need this access warning appears, but you can still continue. Click Confirm cancellation. You see Line items cancelled. (or Access updated.).
Programs. Unenroll cancels that session’s registration. When no active sessions remain, the whole enrollment ends and its recurring charges stop. A $0.00 cancel doesn’t count toward the daily refund limit, and it is still cancelled when other lines in the same refund return money.
Store items. This dialog never restocks a shipped item. Use Store > Orders instead: for a shipped item choose Return, enter 0, keep Restock inventory ticked and click Record return; for an unshipped item choose Cancel, clear Also refund the customer and click Cancel item. See How do I cancel or return a store item and refund the customer?.
Unpaid invoices. If the items took effect when the invoice was sent, the header button reads Cancel items and lines start at $0.00. You can’t void such an invoice until those items are cancelled here. See How do I cancel an unpaid invoice?.
Payment plans. If your club uses payment plans, the dialog on an installment invoice only returns money. Cancel from the order invoice or the roster instead.
Emails. The Program Cancellation email goes out only while it is switched on under Settings > Communication > Notifications > System Rules, and only when the whole enrollment ends. New clubs start with it off, so check yours. See Which emails does a family get when I refund or cancel?.
Related: What’s the difference between cancelling and refunding? · How do I refund a membership or pass, and what happens to the holder’s access? · What happens to a registration when I refund it? · How do I manage and fulfill store orders?