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.
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 up to five business days to show up in a client’s banking records. 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.
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 we 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.
ACH 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.
$0 refunds
If a client purchased an item for $0, the item only appears on the client’s Purchases page and not their Transactions page. Because the item was free, it can’t be refunded. If the item is a product, you may need to manually adjust the product’s physical inventory count.
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.