You can refund a transaction directly from a client’s profile. When you refund a transaction, you’re returning a full or partial amount that was previously processed back to the client.
You can only refund a transaction after its batch has been processed by the merchant processor. If you attempt to refund a transaction before its batch is processed, the transaction will automatically be voided instead. The refund for that transaction will fail and display the Failed Refund status. For more information, see Transaction batches and refunds and Voiding a transaction. Refund vs. Void: Understanding the Difference
Refund: Returns funds to the client after a transaction has been processed and batched.
Void: Cancels a transaction that has not yet settled, preventing the payment from being finalized. Payments cannot be canceled after processing; they can only be refunded or voided depending on the transaction status.
If you need to refund multiple transactions for a client, each transaction must be refunded individually.
If the transaction was processed in a software other than WellnessLiving, see Refunding a transaction in WellnessLiving that was processed in another software.
Refunds can take 5–10 business days to show up in a client’s banking records, depending on factors such as the client's bank policies and payment method used. After you refund a transaction, it will be displayed as a negative amount temporarily in their client profile under the Transactions page until the refund is fully processed.
When troubleshooting refund-related issues, ensure that all transactions meet settlement timelines to appear correctly in reports. Refunds processed before fund withdrawal are voided and not displayed as refunds in WellnessLiving reports.
Caution: Refunds can’t be undone, nor can they be edited in your Reports. When refunding or voiding a transaction or purchase, double-check that all the information you’re about to submit is correct.
Key tips before you begin
Payrix merchant processor behavior
If your merchant processor is Payrix, you must apply for refund processing before you can issue refunds. For more information, see Applying for refunds with Payrix.
Rewards points refunds
If a client earns rewards points for a purchase and later refunds that purchase, those rewards points will be automatically deducted from the client profile.
If a client refunds a purchase that was made using rewards points, the rewards points are non-refundable and won’t be returned to your clients. However, a staff member can manually assign rewards points back to the client through the client profile when needed. For example, when a client redeems a product using rewards points and changes their mind later.
Account balance refunds
If an account tab Purchase Option is refunded, the refunded amount won’t be automatically deducted from the client’s account balance. A staff member must manually debit the client’s account to reflect their accurate account balance.- Refunds processed to clear a negative balance in a client’s profile will not send money back to the client’s payment method. Instead, these refunds adjust the account internally, with each refund reducing the negative balance.
Credit card refunds
Credit card refunds depend on the timing of the refunded transaction’s batch. Batch timing will vary depending on your merchant processor.
If the transaction and refund are part of the same batch, the funds will be returned to the client on the same day.
If the refund is processed after the transaction has batched, the funds will be returned to the client’s credit card account in 3 to 5 business days.- Partial refunds can only be issued after the transaction has batched, which typically takes up to 24 hours. If the transaction has not yet been batched, attempting a partial refund will result in an error.
If the credit card refund is processed through a non-integrated payment method (such as a custom setup or manual process), the funds must be manually refunded to the client using cash or an alternative method. Ensure system records are updated to avoid discrepancies.
ACH/debit refunds
Transactions that use ACH as a payment method can only be refunded after the transaction has settled, which can take up to 14 days. Settled transactions have a Successful status when viewing them on a client’s Transactions page or your reports.
If the original debit card transaction was processed via a PIN pad, the system logs the refund but requires manual action (such as issuing cash or an e-transfer) to provide funds to the client. Always ensure the refund method aligns with the payment method to maintain accurate records.
Inventory returns
When processing a refund with an inventory return, WellnessLiving will automatically create a direct link between the refund and its return recorded in your inventory to keep things accurate and avoid discrepancies.
A return record can only be linked to a single refund transaction, preventing duplicates.
Financial & Inventory Reports, such as the Cost of Goods Sold and Inventory on Hand reports, will reflect both the refunds and returns to maintain accurate records.
To refund a transaction
On the Top Nav Bar, click the Search button
, and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
In the list of clients displayed, click the client’s name.
On the side menu, click Account > Transactions.
In the list, click the transaction you want to refund.
In the Action column, click the Action button
, then select Refund.
In the confirmation popup, click OK.
On the Items screen, in the ITEMS TO REFUND table, select the checkbox next to each item you want to refund.
If you only want to refund partial amounts for the selected items, enter those amounts under the Refund Amount. If the item was subject to taxes or surcharges, you can also modify the refund amounts for those charges under the Refund [Tax name] and Refund [Surcharge] columns.
Under the Action column, indicate the status of the item you’re refunding:
If you’re refunding a product that is being returned to your inventory, select the Return to inventory checkbox.
If you’re refunding a Purchase Option and want to deactivate it, select the Deactivate Purchase Option checkbox.
If you’re refunding a payment on a Purchase Option that was charged incorrectly, you can set the Reflect in payment schedule setting to ON and in the Caution! popup, click Confirm. The amount refunded will be considered owed to the business and may affect the amount of the next payment.
Click Next.
On the Details screen, under the REFUND DETAILS table, enter the details of the refund:
In the Amount To Refund column, enter the amount (full or partial) you want to refund the client. The full amount is entered by default.
The total refund amount from the Items screen is entered by default. If you change the amount to refund on this screen, the amounts for each item being refunded will be adjusted automatically.
In the Refund Method column, select the payment method by which you’re refunding the transaction from the list. A refund can only be issued to the client’s account balance, cash, or the payment method used for the original purchase.
Under Reason for refund, enter the reason for the refund.
If the Purchase Refunded client notification is enabled, the Send “Purchase Refunded” notification to client option will be available. It will be set to ON by default. If you don’t want to send a Purchase Refunded notification to the client, set this option to OFF.
Click Refund [amount].
On the Transactions page, in the Action column, click the Action button
and select Email receipt, Print receipt, or Receipt printer to provide the customer with a copy of the receipt.
Troubleshooting Refund Issues
If you're having trouble processing a refund, consider these common issues:
Unable to process partial refunds: Ensure the transaction has batched before processing a partial refund.
Void option unavailable: Verify that the payment has not been settled. Voids are only possible before a transaction is batched.
"Failed Refund" status: This usually indicates that a refund was attempted before the transaction was batched, causing the system to automatically attempt to void the transaction instead. If the transaction has already been partially processed, this void attempt will fail.