Help/Getting paid/Refunds

Refunds

A refund starts from the sale itself. Paid through Stripe (card, or PayNow through Stripe), the money goes back the same way automatically. Paid by your own PayNow QR or cash, you send it yourself and record it. Either way the customer is emailed, and a refund line goes into your books.

Shop orders and bookings

1. Open the order in Orders, or the booking in Bookings, and press Refund. It is there on any paid order or booking, not only a cancelled one. Only the owner or a co-owner can refund.

2. Shop order: type how many of each item you are giving back, and tick the delivery fee if it goes back too. The amount adds itself up; you can also type your own amount. Booking: the amount is all that is left; change it for a part refund.

3. Choose a reason. Your customer sees it: Out of stock, You changed your mind, Damaged or wrong item, Late or not delivered, Cancelled by us, or Other. The note underneath is only for you.

4. Shop: leave Put the ticked items back in stock ticked if they are going back on the shelf.

5. Paid by card, it says Goes back to their card automatically. Otherwise choose how you sent it: PayNow, Cash, Bank transfer or Other. Send it first, then record it.

6. Press Refund. You can refund in parts, until everything paid is back. Each refund is listed under Refunds so far.

Packages, passes, terms and invoices

• Packages and passes: Refund unused works out the unused part, as before. Paid by card, it goes back to the card and the customer is emailed.
• Learning Centre terms: withdrawing a student with a refund does the same.
• Invoices: issue a credit note. If the invoice was paid by card, tick Refund this amount to the card they paid with.

What your customer is told

They are emailed what was refunded, the reason, and when to expect it:

• Card: it usually takes 5 to 10 working days to appear. Depending on their bank, it shows as a separate refund line, or the original charge reduces or disappears instead. The email gives a reference to quote to their bank.
• A card payment that was only held: the hold is released; they were never charged.
• PayNow: usually arrives straight away. Bank transfer: 1 to 3 working days.

Their order or booking page also lists every refund.

Your books

Each refund adds its own minus line under Refunds & Returns, dated the day of the refund. The original sale is never deleted. Stripe keeps its own fee on a card refund, so that fee line stays too. On the Free plan, our 0.5% platform fee on the refunded part comes back to you, and goes in as a minus line (SME AI Office fee returned). The card fee a customer paid goes back to them only on a full refund.

Questions

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