How long does it take for the refund to appear in the client’s account?

The funds should be transferred back to the client’s account within 3-5 working days for card payments. Offline payment refunds are instant.

What happens if my business wallet has insufficient funds for the refund?

The refunds will be applied as a negative charge to your Fresha wallet. If your account remains in a negative balance at the end of the month, your payment card on file will be automatically debited.

Can I refund the remaining part of a transaction if it was partially refunded earlier?

Yes, once a transaction has been partially refunded, you can repeat the refund steps to issue additional refunds until the original total balance has been issued back to the client. Once an item refund has been issued on a sale, the remaining sale balance can only be refunded as an amount.

What should I do if the refund does not appear in the sale details immediately?

Processing transaction refunds can take time. A message is displayed to show the refund has been triggered, but the refund transaction won’t be visible under Sales until processing is complete (usually a maximum of a few minutes).

How are the funds issued to a client's payment card?

If the original payment was made using Fresha’s card payment processing, a request is triggered to Adyen (our third-party payment provider), who sends the money back to the client.

Can I refund an upfront payment?

Yes, upfront payments can be refunded directly from the appointment or your Payments tab. The process depends on whether the payment has been redeemed. Refunding a redeemed upfront payment** If an upfront payment has already been redeemed for the appointment, it can be refunded back to the original payment card or as cash. Refunding a non-redeemed upfront payment** If an upfront payment was collected but not redeemed for the appointment, it can only be refunded back to the original payment card. Learn more about refunding upfront payments.

Can I credit money back to a gift card?

No, refunds cannot be credited back to a gift card. If a client pays with a gift card and needs a refund, you must issue the refund in cash.

What happens when I cancel and then refund a recurring membership?

When you cancel and then refund a recurring membership, it remains redeemable until the next renewal date, just like a canceled membership. The refund does not override the cancellation or deactivate the membership.

Refund a sale

Easily correct payment errors or offer compensation by refunding sales directly to your clients. Learn how to raise full or partial refunds and explore the flexibility of issuing these as itemized or specific amounts.

Getting started

To ensure a hassle-free resolution for both you and your clients when issuing refunds we recommend that you:

Make sure you have permission to process refunds.
You have enough funds in your business wallet to cover the transaction. When refunding a client, the balance will be withdrawn from your business wallet.

Refunding an item

Once a refund has been actioned on a sale or payment, the status will update to "Refunded".

Desktop
Mobile

To refund an item:

Open Sales and select either Sales or Payments.
Use the search bar to find the specific transaction you want to refund.
Select the Sale # to view the details.
Click on Quick actions (the three dots) and choose Refund sale.
Select Refund items and check the boxes next to each item you want to refund and click continue.
Choose how you want to issue the refund:
1. Client's payment card:
  Refund to the original card used. If multiple payment methods were used, each card will appear and be processed separately.
2. Cash:
  Provide a cash refund.
Where needed, update the team member that the refund is given by.
Use the dropdown to select a Reason for refund.
Click Issue refund.

After the refund is processed, it will be recorded as a new transaction under Sales and appear in the original sale details.

To refund an item:

Open Sales and select either Sales or Payments.
Use the search bar to find the specific transaction you want to refund.
Tap on the Sale # to view the details.
Tap on Quick actions (the three dots) in the top right corner and choose Refund sale.
Under the Refund item tab and check the boxes next to each item you want to refund and tap continue.
Choose how you want to issue the refund:
1. Client's payment card:
  Refund to the original card used. If multiple payment methods were used, each card will appear and be processed separately.
2. Cash:
  Provide a cash refund.
Where needed, update the team member that the refund is given by.
Use the dropdown to select a Reason for refund.
Tap Issue refund.

After the refund is processed, it will be recorded as a new transaction under Sales and appear in the original sale details.

Refunds cannot be voided. If you need to undo a refund, just create a new sale with the refunded services and items, and check them out like usual.

Refunding an amount

Refunding a sale or payment amount allows you to 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.

Desktop
Mobile

To refund an amount:

Open Sales and select either Sales or Payments.
Use the search bar to find the specific transaction you want to refund.
Select the Sale # to view the details.
Click on Quick actions (the three dots) and choose Refund sale.
Select Refund amount.
Under Refund method, use the dropdown to choose how you want to issue the refund:
1. Client's payment card:
  Refund to the original card used. If multiple payment methods were used, each card will appear and be processed separately.
2. Cash:
  Provide a cash refund.
Enter the Refund amount you want to issue, making sure it does not exceed the total original sale amount.
Where needed, update the team member that the Refund is given by.
Use the dropdown to select a a Reason for refund.
Click Issue refund.

To refund an amount:

Open Sales and select either Sales or Payments.
Use the search bar to find the specific transaction you want to refund.
Tap on the Sale # to view the details.
Tap on Quick actions (the three dots) in the top right corner and choose Refund sale.
Under the Refund amount tab, use the dropdown to choose how you want to issue the refund:
1. Client's payment card:
  Refund to the original card used. If multiple payment methods were used, each card will appear and be processed separately.
2. Cash:
  Provide a cash refund.
Enter the Refund amount you want to issue, making sure it does not exceed the total original sale amount.
Where needed, update the team member that the Refund is given by.
Use the dropdown to select a Reason for refund.
Tap Issue refund.

Refunding a specific amount may lead to discrepancies in reporting as the transaction won’t be tied to a specific item.

FAQs

- How long does it take for the refund to appear in the client’s account?
- What happens if my business wallet has insufficient funds for the refund?
- Can I refund the remaining part of a transaction if it was partially refunded earlier?
- What should I do if the refund does not appear in the sale details immediately?
- How are the funds issued to a client's payment card?
- Can I refund an upfront payment?
- Can I credit money back to a gift card?
- What happens when I cancel and then refund a recurring membership?

Refund a sale

Getting started

Refunding an item

Refunding an amount

Was this guide helpful?

Up next

Add and manage payment types

Set up and manage taxes

Set up and manage service charges

Related articles

Raise a sale

Add and manage payment types

Checkout appointments