Refunding a transaction

Refunding a transaction consists of the following steps.

1. Go to Front Desk > Refund Transaction.

2. Search for and select the receipt that you want to refund or the customer who is linked to the receipt that you want to refund.

   • Enter one or more of the customer's names. Try typing just the first few characters of the name, or click Sounds Like if you are unsure of the spelling.

   • Enter the customer's Email Address or Phone number.

   • Enter the Customer ID, Family ID, or Membership Pass Number if you know it. To refund a gift card, enter the Gift Card Number.

   • If you get too many search results, try entering information into additional search fields. This should narrow down your search.

   • If you get no results, try removing information that could possibly have been misspelled from your search criteria. Focus on search fields that use numbers, like Phone number or Zip Code.

   • Select Include Retired? from the Retired dropdown list to see customers that match your search but that have been purposely retired from customer searches.

3. In the Select Transaction for Refund section, click the Description of the transaction that you want to refund. (Note: If you are refunding a membership package, based on the cancellation options setting for the membership package, you may be required to select one action in the Refund/Cancel membership section before moving to the Credit Fees section).

4. To refund:

• A whole enrollment, in the Credit Fees section, select the fees to refund.

  1. Select the charges that you want to refund in the Include? column.

  2. Modify the Prorated Charge and/or Refund amount, if necessary.

• Only some classes in an enrollment, select the Refund by individual classes checkbox and then click the calculator link. If the activity has been configured to allow refunds of individual classes by:

• Number of classes, then:

1. (Only applicable to prorated enrollments) Select to exclude/include non-prorated fees in the Single class price by unselecting/selecting the Include non-prorated fees when calculating single class price checkbox.

2. Enter the Number of classes to refund and click the Apply button.

• Specific selected classes, then select the checkboxes next to the classes to refund and then click the Apply button.

5. Optionally edit the refund amount, refund charge amount, or subsidy amount, if necessary.  

6. In the Waive Refund Charges section, to waive the refund charge, select the Waive Refund Charges checkbox and then select or enter a reason. If you do not have the permission, you can request a staff member with permission to enter their sign-in credentials.

7. Enter any Cancellation Reasons, if applicable.

8. Enter any necessary Staff and/or Customer Notes.

9. Select any other necessary options.

10. Click Refund & Finish.

11. In the Find Customer to Receive Refund section, select the customer who you want to receive the refund.

    • If you see the customer who will pay for the transaction in the Potential Customers list:

    1. Select the customer who will pay.

    2. Click Select.

    • If an existing customer who is not in the Potential Customers list will pay for the transaction:

    1. Enter one or more criteria that you want to use to search for the customer.

    2. Click Search.

    • If the customer who will pay for the transaction does not yet exist in ACTIVE Net, click Add New Customer.

    • If the customer who will pay for the transaction is a family member who does not yet exist in ACTIVE Net:

    1. Select an existing customer who is in the family of the new customer from the Add Family Member / Friend (Based on Customer) list.

    2. Click Submit.

    • If you know the Customer ID, Membership Pass Number, or alternate key type of the customer who will pay for the transaction:

    1. Enter the information in the corresponding box.

    2. Click Submit.

    • If a company will pay for the transaction:

    1. Click the Find Company section.

    2. Search for an existing company or add a new company.

12. In the Receipt Refund section, select the tender type that you want to use to issue the refund.

    • To refund the transaction to a single tender type, click the $ for the tender type that you want to use and enter any further details, if necessary.

    • To refund to more than one tender type, enter the amount that you want to refund for each tender type in its corresponding box.

13. Click Refund & Finish.

14. Either print the receipt or send it to the customer as an email.

Related topics

Refunding a gift card

Return to Refunds