How to Refund a Payment

If a member was charged in error, or you need to return funds for any reason, you can refund a paid order directly from its payment record.

Important: A refund can't be undone once confirmed. Double-check the payment before you proceed.

On the Payments tab, find the paid order you want to refund.
Open the refund option from the payment record.
A confirmation modal appears showing the amount, the member's details, and your reason echoed back to you, along with a caution that this can't be undone.
Enter a reason for the refund. This is shown to the member in their refund notification, so keep it clear (80 characters or fewer).
Tap Apply Refund, then confirm.
The payment status updates to Refunded, and the member is notified by push and email.

Note: The amount you refund is your club's receivable amount, not the total the member originally paid. These can differ because of processing and checkout fees, so don't expect the refund amount to always match the member's original receipt.

If Stripe can't process the refund

If your club's Stripe balance is too low to cover the refund, you'll be taken back to the Treasury screen and the refund won't go through. There's no manual fallback for this, so you'll need to top up your Stripe balance before you can complete the refund.

Good to know

Refund is only available on payments in Paid status. It won't appear on Failed, Overdue, Refunded, or already-Waived payments.
Refunds are for the full club receivable amount only. Partial refunds aren't supported.
Manual refunds aren't supported either. All refunds go through Stripe.
A reason is required before you can confirm the refund.
Card refunds typically take 5 to 10 working days to appear on the member's statement.
If another admin refunds the same order while you have it open, you'll see a message that it's already been refunded, and the screen will refresh.

FAQ

Can I refund only part of a payment?

No. Refunds always cover the full club receivable amount, not a partial amount.

Will the member get back exactly what they paid?

The refund reflects your club's receivable amount rather than the member's original total, since fees account for the difference.