This guide shows you how to refund a client's sign-up fee or recurring fee for a Membership, and how to cancel a Membership.
In this Article
Refunding a Membership Fee
To refund a sign-up fee or recurring fee, go to Manager > Sales, navigate to the date the fee was charged, and then select the sale.
The original sign-up fee will show the sale Item as the Membership name.
Recurring billing charges will appear under the Membership name, followed by 'recurring billing'.
Next, select Refund to refund.
You can also use the Void button, which will immediately undo the original sale and refund the full amount of the original payment. However, using the Refund button allows you to partially refund or refund to a different payment method, such as cash.
Other Items in the Sale
If there are other items in the sale that you do not wish to refund, you can remove them using 'x'.
Partial Refund
If you're looking to refund only part of the fee, you can do so by clicking the price and adjusting it. However, this can only be done with the initial sign-up fee. It is not possible to partially refund a recurring fee.
Completing the Refund
When you're ready to complete the refund, click Pay > Select the payment method to refund to > Complete Payment.
Effect on Membership Status and Remaining Benefits
Refunding or voiding a fee will not automatically affect a membership's current balance or its status. These changes must be made manually.
Adjusting the Remaining Benefits Balance
If you need to adjust the current balance of a membership, go to Manager > Memberships > Client Memberships, then select the client's membership.
Scroll down to the Benefits section, then select each Current Balance to adjust it, and click Save to finish.
The Current Balance is for the current billing period, and will automatically reset to the membership's full benefit on the next billing date.
Canceling the Membership
If the client no longer wants the membership and wishes to cancel, go to Manager > Memberships > Client Memberships > find their membership, check the box beside it, and select Cancel Membership.
Once a Membership is canceled, the client will no longer have access to any of the Membership Benefits.
If the membership needs to be restored in the future, you can do so by returning to this screen, checking the Cancelled filter, and using the Restore Membership button to reinstate it.
Freezing a Membership
If your client is temporarily unable to visit your business, you may wish to freeze the membership rather than cancel it.
To freeze a membership, go to Manager > Memberships > Client Memberships, select the client's current Membership, then change the Status to Frozen and click Save to finish.
Once a Membership is frozen, the client will no longer have access to any of the Membership Benefits.
You can also quickly freeze a membership directly from within Billing > Billing Failed section if you are freezing after a failed payment.
Unfreezing a Membership
To unfreeze a frozen client Membership, go to the Client Memberships tab and use the status filter to view a list of Frozen Memberships.
Select the client's Membership, then change the Status from Frozen back to Active, and click Save.
Billing will resume from the time the Membership is unfrozen. Please note that there is no backdating of billing.
Reporting on Canceled and Frozen Memberships
To report on Membership status, go to Manager > Reports, and open the Memberships dashboard under Insights.
Here you'll see the total number of Active, Frozen, and Canceled Memberships. You can click on each number to drill in for more details on Memberships in each category.