In this Article
Refunding a Course/Series With No Used Sessions
To refund a course or series when the client has purchased but hasn't booked any sessions yet, go to Manager > Sales > find the date when the course or series was purchased > Click the sale > Void.
If you cannot find the original purchase date of the course, go to Clients > Search for and double-click on the client's name to open their Client Card > Click Courses/Series > Double-click the course/series name > Click History, and you will the date it was Purchased.
When prompted, enter a reason for voiding the transaction, e.g., 'Client requested a refund as did not want course/series.'
After voiding the transaction, the course will be removed from the client's Client Card, and the original payment will be reversed.
PhorestPay
If the client was charged through PhorestPay using a PhorestPay Card Terminal or with a stored card using Cardless Checkout, money will automatically be refunded to the client's account within 5-10 business days after you void the sale.
Error When Voiding
If you try to void the transaction and receive the following error, check out the additional sections in this article below on how to refund a course/series when sessions have been booked or used.
Refunding a Course/Series Where Future Sessions Have Been Booked but Not Completed
If a client has purchased a course/series and booked some sessions in the future, you will need to remove these appointments first before being able to void the course/series sale.
To find these appointments, open the client's profile > Go to Appointment history > Future appointments. Any sessions currently booked will be priced at $0.00.
Click an appointment, then click the appointment date, and you will be brought to that date automatically in your Appointments calendar, where you can then remove the appointment.
After you've removed all appointments relating to this course, follow the steps at the top of this article to void the course/series transaction.
Refunding a Course/Series Where Some Sessions Have Been Used
If a client has already used some of their sessions but you want to refund some of the original amount paid, you will need to process a partial refund and then manually remove their remaining sessions.
Partial Refund
To process the partial refund, go to Manager > Sales > go to the date of the original sale > Click the sale > Refund.
If you're unsure of the date of the original sale, you'll find it on their client card under the Courses/Series tab.
Next, click the Price to change it to the amount you wish to refund, then click Pay > Choose the payment method you want to refund to > Complete payment.
If you want the refund to go back to the client as credit for future use, process the refund to the Account payment type. This will automatically result in the amount being refunded as credit on their client card. Click here to learn how clients can pay using credit from their client card.
If the sale originally came through PhorestPay and you are refunding back to the original card, the money will be refunded to the client's account within 5-10 business days. Money will be refunded to the client's card automatically, and the original card does not need to be present.
Removing the Remaining Sessions
After you've processed the refund, you can reduce the remaining sessions to 0 by going to Manager > Courses/Series > Client Courses/Series > Search for and click on the client's Course/Series > Change the Remaining Units to 0 > Save.