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Must know
  • Refundable. You can refund programs (full and drop-in), store products, memberships, passes, custom items and, if your club uses them, punch cards.
  • Not refundable yet. Event registrations, competition entries, bookings and gift cards. They show greyed out with the reason.
  • Caps. Each line refunds at most what this invoice collected for it after discounts (Max $X), and an invoice never refunds more than was paid.
  • Discounts. Never refunded as money. Cancelling the item gives the family the discount back as a reusable code.
How the dialog shows it. Issue refund lists each item on the invoice. Refundable lines start ticked, so untick the ones to leave. The rest are greyed out with no checkbox and a reason, such as “Already cancelled” or “A refund for this item is pending internal review”. If nothing qualifies, it says “None of the items on this invoice can be refunded.” Money and item are separate. Each ticked line has its own amount and item choice. Lines start on cancelling the item (Unenroll, Return item, Void card or ending access) at the full amount left, so pick the keep option to give money back only. A membership or pass whose access has already ended, or a membership already set to end at its period end, starts on keep. Passes, and memberships with Prorate partial periods on, start at the unused amount. A punch card suggests its unused punches’ value. Void card also stops any re-purchase subscription. Store items can also be returned from Store > Orders. The caps.
  • Per line. What this invoice collected for the line, after discounts and before tax, with the matching tax and service fee share added on top. Max X∗∗iswhatisleftafterearlierrefundsontheline,settledorpending.Typingmoreshows∗∗MaxX** is what is left after earlier refunds on the line, settled or pending. Typing more shows **Max X in red, and you can’t continue until you lower it.
  • Per invoice. Payments received minus earlier refunds, including pending ones, account credit refunds, gift card returns and settled chargebacks. Going over is refused. A charged-back invoice offers no refund.
  • Discounts and 0.00lines.∗∗Discountrowsneverappearinthedialog.Afullydiscountedlinestaysselectableat∗∗Max0.00 lines.** Discount rows never appear in the dialog. A fully discounted line stays selectable at **Max 0.00 and, left on Unenroll, Return item or Void card, cancels with no money. With no money on any ticked line, the buttons read Review cancellation and Confirm cancellation.
If your club uses payment plans. The Installments (charged later) row can’t be refunded, and a program on the plan is capped at what that invoice collected: the deposit plus any installments already due at checkout. Later installments are refunded from their own invoices, which return that payment only and leave the schedule unchanged. Who can refund, and when. You need the Edit Financials permission. Issue refund is on Paid, Partially paid and Partially refunded invoices, and in their row menu on Financials > Invoices and a guardian’s Billing tab. The invoice page also offers it on a Refunded invoice that still has items to cancel. On an unpaid invoice whose items took effect when it was sent, the button reads Cancel items and every line opens at $0.00. Imported invoices. Invoices imported from your previous system have no Issue refund. A paid one offers Record refund instead, with no line selection and no enrollment changes. See How do I refund an imported invoice?. Related: How do I refund a customer on a paid invoice? · How do I refund a membership or pass, and what happens to the holder’s access? · How do I refund an invoice imported from my previous system? · What happens to a payment plan when I cancel or refund an enrollment?