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.
Refunding a specific amount instead of an individual item may affect reporting, as it isn’t linked to a product or service. This can be useful when a sale includes a single item, and you need to partially refund it, however refunding by item is recommended to keep reporting clear and accurate.
If you need to change the team member assigned to the sale or adjust the tip allocation, you can edit the sale instead.
Refund an item
- From the main menu on the left of your screen, go to Sales, then 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 reference number to view its details.
- In the right panel of the sale view, click on Quick actions (three dots), then select Refund sale.
- On the Refund view, 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.
- 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, a record of the refund will be listed in your Sales list and appear 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, then 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 reference number to view its details.
- In the right panel of the sale view, click on Quick actions (three dots), then select Refund sale.
- On the Refund view, select the Refund amount tab.
- Under Refund method, choose to refund the payment to the client's original payment method or 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.
- 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.
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 recurring membership is canceled and refunded, it remains redeemable until the next renewal date. The membership stays cancelled, but it will remain active and available to use through the end of the current renewal period.
If a refund was issued by mistake, you can create a new sale with the refunded services or items and complete checkout 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.
