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Must know
  • What happens depends on Refund to: card refunds start as Pending and settle when your payment processor confirms them. Cash, e-transfer and account credit refunds are Settled right away.
  • Only card refunds send the refund email (Refund initiated), and your club can switch it off under System Rules.
  • A refund that covers everything paid marks the invoice Refunded. Anything less shows Partially refunded.
  • A card refund over the daily refund limit is queued for review, and nothing changes until it is decided.
Where the money goes. Your Refund to choice decides what happens next. Account credit lands in the family’s balance at once and needs a family account on the invoice. See Where can a refund go?. What happens to each item. Each selected line picks its own outcome under its amount, and the cancelling choice is the default: Unenroll (programs), Return item (store), Void card (punch cards) or Cancel item (other). Keep enrolled, Keep item and Keep card refund the money and leave the item active. Memberships and passes also get an access choice: Keep access, End at period end, End access now or Remove unused credits. Custom lines are money only. Kept lines show Still enrolled, Access kept, Card kept or Kept active. See Which purchases can I refund?. Card refunds, in order.
  1. Uplifter checks your payout balance first. If it is short, nothing is recorded and you see Insufficient balance with Available and Required. Staff with the Financial Admin permission get Top Up & Continue.
  2. Over the daily limit, the refund is queued for review, and cancellations and access changes wait with it.
  3. Any share paid by gift card or account credit goes back there first. Only the rest goes to the card. The line stays PENDING REFUND until the processor confirms.
Where you see it. Every refund marks its lines REFUNDED or PARTIALLY REFUNDED on the invoice. Card refunds show PENDING REFUND first, and Pending then Settled on Financials > Transactions. Cash, e-transfer and account credit refunds also add a row to the invoice’s Payment history: Refunded outside the platform or Refunded to account credit (e-transfer adds its Ref: number). Only card refunds add Refund processing fees to the Organization payout card. What the family is emailed.
  • Refund initiated: card refunds above $0 with a family account on the invoice. It says to allow 5-10 business days. Switch it off or reword it under Settings > Communication > Notifications > System Rules.
  • Access ended after a refund: lists ended membership or pass access, any destination, even at $0.
  • Refund approved after review or Refund rejected after review: when a queued refund is decided.
  • Program Cancellation: sent when a refund ends an athlete’s enrollment, and off by default. When it is on, a paying guardian on a card refund gets the refund email instead. If you switch Refund initiated off, that guardian gets neither.
See Which emails does a family get?. Invoice status. Refunded needs refunds to cover everything paid with nothing still owed. Otherwise it is Partially refunded, for any destination. On screen. A message says what happened, such as “Refund of 25.00sent."or"25.00 sent." or "25.00 added to the family’s account credit.” With no money it says “Line items cancelled.” or “Access updated.” If a card refund fails right away after items were cancelled: “Items cancelled but refund failed: [reason]. Customer was not charged back.” Related: What happens if a refund fails or the bank reverses it? · Where can a refund go: card, cash, e-transfer or account credit? · Which emails does a family get when I refund or cancel? · What happens to a registration when I refund it?