Refund a sale
Learn how to easily correct payment errors or offer compensation by refunding sales directly to your clients.
In this article
How refunds work
Refunding a sale lets you return money to clients or correct completed transactions by reversing all or part of the sale.
There are two ways to refund a sale:
- Refund items: Refund individual items such as services or products from a sale.
- Refund an amount: Return the transaction's full or partial value without specifying the items. This is useful when an itemized refund is not necessary, like offering compensation.
Refund an item
- From the main menu on the left of your screen, go to Sales.
- Select Sales from the left menu panel.
- Above the Sales list, use the search bar and filters in the toolbar to find the sale.
- Click on the Sale # to view the details.
- In the right panel of the sale, click on Quick actions (three dots), then select Refund sale.
- On the Refund screen, tick the checkboxes next to each item you want to refund, then select Continue in the top right.
- Under Refund method, choose to refund the payment to the client's original payment method or Cash. Business gift cards can only be refunded as cash.
- Use the drop-down to select a Reason for refund.
- Click on the Issue refund button in the top right to process the refund.
Once processed, the item's refund is recorded as a new transaction in your Sales list and appears in the original sale details, with the status as Refunded.
Refund an amount
- From the main menu on the left of your screen, go to Sales.
- Select Sales from the left menu panel.
- Above the Sales list, use the search bar and filters in the toolbar to find the sale.
- Click on the Sale # to view the details.
- In the right panel of the sale, click on Quick actions (three dots), then select Refund sale.
- On the Refund screen, select the Refund amount tab.
- Under Refund method, choose to refund the payment to the client's original payment method or Cash. Business gift cards can only be refunded as cash.
- Enter the Refund amount to issue to the client.
- Use the drop-down to select a Reason for refund.
- Click on the Issue refund button in the top right to process the refund.
Refunding a specific amount may affect reporting, as the transaction is not linked to a specific item.
FAQs
Card payment refunds usually appear in the client’s account within 3 to 5 working days. Refunds to a Fresha gift card are applied instantly.
When a card payment or Fresha gift card refund is issued, and your business wallet does not have enough funds, the amount is recorded as a negative balance in your Fresha wallet. If the wallet remains negative at the end of the month, the payment card on file is automatically charged to settle the balance.
When a recurring membership is canceled and refunded, it remains redeemable until the next renewal date. The refund does not change the cancellation status or deactivate the membership before the renewal period ends.
Once a refund has been processed, the original transaction remains completed. To restore the sale, you can create a new sale with the refunded services or items and check them out again as normal.
When a client pays using a business gift card, refunds are handled outside the gift card balance. In these cases, the refund is issued as cash rather than being added back to the gift card.
