Refunds & Credits
Process refund requests, issue account credits, handle payment disputes, and manage financial adjustments for your gym members.
Handle member refund requests and account credits professionally. FitConnect provides tools to process refunds quickly while maintaining clear financial records.
Types of Refunds
Full Refund
Complete reversal of a payment. The full amount is returned to the member's original payment method. Use for: cancelled memberships within cooling-off period, duplicate charges, or service not provided.
Partial Refund
Return a portion of the payment. Use for: pro-rated cancellations, partial service issues, or goodwill gestures.
Account Credit
Add credit to the member's account instead of returning to their bank. Credit can be used against future payments. Use for: service issues, loyalty rewards, or when member prefers credit.
Class Credit
Add free class credits to compensate for missed or cancelled classes. Doesn't affect financial records.
Processing a Refund
Find the Transaction
Go to the member's profile → Payments tab, or search in Reports → Transactions.
Click Refund
Select the transaction to refund and click the "Refund" button.
Choose Refund Type
Select the refund method:
- Return to Card - Refund to original payment method (3-5 business days)
- Account Credit - Add to member's account balance
Enter Amount and Reason
For partial refunds, enter the amount. Always provide a reason for audit purposes.
Confirm and Process
Review the details and click "Process Refund". The member will receive email confirmation.
Refunds to card cannot be reversed once processed. Always verify the amount before confirming.
Issuing Account Credits
Open Member Profile
Navigate to the member's profile and go to the "Balance" or "Credits" section.
Click Add Credit
Click "Add Credit" to open the credit form.
Enter Credit Details
Fill in the credit information:
- Amount - The credit value to add
- Reason - Why the credit is being issued
- Expiry - Optional expiration date for the credit
- Notify Member - Send email notification
Confirm
Click "Add Credit" to apply the balance to the member's account.
Account credits automatically apply to the next payment. You can also allow members to use credits for point-of-sale purchases.
Configuring Refund Policies
Set up policies that guide staff on refund decisions:
Cooling-Off Period
Set the number of days within which new members can cancel for a full refund. UK regulations typically require 14 days.
Pro-Rata Cancellations
Define how refunds are calculated when members cancel mid-billing cycle. Options: full month, pro-rata daily, no refund after usage.
Class Cancellation Refunds
Set rules for refunds when you cancel a class. Options: automatic credit, refund to card, or allow member to choose.
Staff Authority Levels
Define refund limits by staff role. E.g., front desk can process up to £50, managers up to £200, owners unlimited.
Configure refund policies in Settings → Payments → Refund Policies. These settings help maintain consistency and reduce disputes.
Handling Payment Disputes
When a member disputes a charge with their bank (chargeback), you'll be notified:
Review the Dispute
Check the disputed transaction and member history. Gather evidence: contracts, check-in records, communications.
Contact the Member
Often disputes are misunderstandings. Contact the member to resolve directly before responding to the bank.
Submit Evidence
If the member won't resolve directly, submit your evidence through the dispute response form within the deadline (usually 7-14 days).
Await Decision
The bank reviews both sides and makes a decision. This can take 30-90 days.
Chargebacks come with fees regardless of outcome. Document all member interactions and keep signed contracts to protect against fraudulent disputes.
Refund Reports
Monitor refund activity to identify patterns and issues:
- Refund Summary - Total refunds by period and category
- Refund by Staff - Track who is processing refunds
- Refund Reasons - Identify common refund causes
- Outstanding Credits - Total account credits on member accounts
- Dispute Status - Active chargebacks and their status
High refund rates for specific services or staff may indicate training needs or service quality issues. Review regularly.