Refunding a Payment

Bizzly does not move the money itself. A refund is made inside Stripe's own refund form, which Bizzly shows you from the payment itself, so the money goes back through the same Stripe account it came into. The Refund button on a payment only opens that form. Bizzly then updates its own records to match. Only administrators can use Stripe's refund form. A role with Change on The shop can also cancel a shop order, which refunds it. See Cancelling a Shop Order Refunds It for You below.

Where to Find This

There are four ways in, and all of them end in the same Stripe form.

• From a payment's sheet. Open the Money screen, press a payment in the list on the Payments tab, and press Refund at the foot of its sheet. This is the quickest way for a payment from this week.
• From Stripe's list of every payment. On the Payments tab, press the row Every payment, in Stripe, above the list, to open All payments, and open the payment there. Use this for an older payment.
• From the customer's screen. Open the person on the Customers screen, open the Bookings and payments line, press the payment under What they paid, and press Refund at the foot of its sheet. The sheet is the same one the Money screen opens. An older payment that is not in that list is under Older payments, in Stripe, which takes you to All payments.
• From Needs you. A refund that needs a look has an Open in Stripe button that takes you to All payments. See Needs You.

You can also reach All payments from the Stripe account row under the figures on the Money screen: press it, then press All payments in the Bank pane. See The Money Screen.

Making the Refund

1. 1

   Open the payment

   From the Money screen, press the payment. Its sheet opens beside the list and shows the amount, where it stands, the receipt and the details. At the foot, apart under a line, press Refund. Under it the sheet says "Opens Stripe's refund form. Nothing goes back to the customer until you confirm it there, and a refund cannot be undone." The sheet then shows Need to refund it? with the line "Refunds are made in Stripe's form, below. After you close this, press Refresh if a refund has not appeared yet."

2. 2

   Use Stripe's refund form

   Under that line is Stripe's own payment details. Use the refund option there and follow Stripe's form, which opens in front of the sheet. Everything in it, including the amount you can refund, is Stripe's, so its buttons and wording can change when Stripe changes them.

3. 3

   Close the sheet

   Close the payment's sheet with its Close button (Back on a phone), or the one in Stripe's details. The Money screen then reads itself again.

4. 4

   Press Refresh money if it has not caught up

   A refund is recorded in Bizzly a moment after Stripe makes it, so the first read can come before it. If the payment does not yet show a refund, press Refresh money at the top right. The amount that came back then appears under the payment's name, for example "£10.00 refunded", and the week's figure goes down.

What Bizzly Does Afterwards

Whether the refund came from the sheet, from All payments or from your own Stripe Dashboard, Bizzly picks it up and records it.

• The payment wears a Refunded label in the list, and when only part came back, a line under it shows the amount, for example "£10.00 refunded". The Paid to you this week figure goes down and Refunded goes up. The change counts against the week the payment was made in, not the day you refunded it. A pack, a plan payment and a shop order are shown the same way.
• A full refund of something bought on its own with one payment, such as a pack, also cancels the future sessions that payment paid for. The places go back on sale and the customer is emailed about each session that was cancelled. Sessions that have already run are left as they are.
• A full refund of a checkout, one thing or several, does the same for every purchase in it. If the checkout started a season plan or a membership, that plan is cancelled too, with its future sessions, so it stops billing.
• A refund of only part of a payment returns that money. In a checkout, a part refund that is exactly one item's price cancels that item's sessions. A part refund that matches no single item is not matched to any item, and nothing is cancelled for you: the payment still reads Paid in its sheet with no amount beside it, the week's figures do not change, and Needs you flags it with Open in Stripe. Either way, check afterwards that the person's sessions and plan are as you want them.
• A later payment of a plan, such as a monthly renewal, is returned by itself. Refunding it does not cancel the plan.
• A shop order refunded in full goes back into stock, and the order is marked refunded.
• The customer is emailed when a plan payment is refunded. A pack bought at checkout has no refund email of its own: its customer is emailed about each session that was cancelled. For a shop order, the email goes out when you refund it from Stripe. When you cancel the order from its sheet on the Orders tab, the email that tells them it is cancelled is the one they get. See What Your Customers Receive.

Cancelling a Shop Order Refunds It for You

For a shop order, you do not have to open Stripe. Cancel this order, in an order's sheet on the Orders tab, refunds the whole order through Stripe when a payment is on record, and asks you first, saying how much goes back. An administrator can do this, and so can a role with Change on The shop.

If the refund cannot be made, what happens depends on the warehouse:

• Veeqo has not released the order. This is the case when Veeqo does not pack the order, or when Veeqo could not cancel it either. The cancel is stopped and the order stays exactly as it was. The sheet shows the reason in red, and you can try again.
• Veeqo has already released the order. The warehouse will not ship it, so the order is cancelled all the same. It carries the Refund failed label, the sheet says in red "Order cancelled and the warehouse released it, but the refund failed. Issue it from the Stripe dashboard.", and the order says "The refund did not go through. Refund this order from your Stripe account." Refund it from All payments, which is the row Every payment, in Stripe on the Payments tab.

See Store Orders: Sending, Tracking and Cancelling.

Related Articles

• The Money Screen - Where the payments and the week's figures are
• Viewing Your Payment History - Receipts and what each label means
• Handling Payment Disputes - When a customer asks their bank instead
• A Person's Screen - Refund a payment, from the customer's own screen