Refunding a customer may be necessary for various reasons, such as booking issues, cancellations, or billing mistakes. Below is a step-by-step guide to processing a refund.
Refunding and removing a customer from a booking
To remove a customer from a session and issue a refund, it's best done through the Calendar following these steps:
In Swift Admin, navigate to the Calendar page
Locate and click on the booking tile, and select the Manage Participants and Payments (second) icon
Find the participant's name and click the Manage Bookings and Payments (calendar) icon next to their name
In the Bookings panel, click the Remove (X) icon next to each of the session(s) you wish to refund and remove the customer from.
The original payment amount for the session(s) will populate in the Receipt section. If you want to refund a different amount, click on the amount shown and adjust it accordingly
Make sure you Payment Method the funds are being returned to is correct
Click the Issue Refund button
Check the Refund Summary looks correct. If you do not wish to refund the custom fees, you can exclude this by deselecting the checkbox
Click the Refund & Apply Changes button and this will immediately issue a refund to the customer
Refund a Customer to their Wallet and remove them from a booking
If the customer originally paid for their booking with a credit card, and instead of processing a refund to their original payment method, your preference may be to keep the funds in-house and add a credit amount to the customer's wallet instead for future use.
If you would like to remove a customer from a booking and credit their Swift wallet for the booking, follow these steps:
In Swift Admin, navigate to the Calendar page
Locate and click on the booking tile, and select the Manage Participants and Payments (second) icon
Next to the participant's name, click the Manage Bookings and Payments (calendar) icon
In the Bookings panel, click the Remove (X) icon next to each of the session(s) you wish to refund and remove the customer from.
The original payment amount for the session(s) will populate in the Receipt section. If you want to refund a different amount, click on the amount shown and adjust it accordingly
Make sure you change Refund with Card to Refund with Wallet
Click the Issue Refund button
Check the Refund Summary looks correct. If you do not wish to refund the custom fees, you can exclude this by deselecting the checkbox
Click the Refund & Apply Changes button and this will immediately issue a credit to the customer's wallet and remove them from the booking
Refund or transfer Wallet balance to Payment card
It's not possible transfer funds from the customer's wallet balance to their credit card on file directly. If the funds were originally added to their wallet by charging their credit card on file, you would have to refund the original transaction. Here's how:
Redeem the wallet balance:
In Admin, go to the customer's profile
Select the Billing tab
On the Wallet Balance card, click the Redeem button.
Enter the amount to be debited (refunded)
Click Redeem Funds to confirm and remove the funds from the wallet
Process the refund to the credit card:
Go to the customer's profile and select the Billing tab
Go to the Payment History section and locate the original transaction where the funds were loaded to the wallet
Click the Refund icon for that transaction
Enter the amount to refund and ensure it is being refunded to the customer's credit card
Click Issue Refund to confirm and the refund will be processed
Other ways to process a Refund
If you simply need to refund a customer for a payment without removing them from the booking, you can also process a Refund in their profile,
In Swift Admin, navigate to the customer's profile
Select the Billings tab
Under Payment History, you will see a list of all the transactions that have been processed for the customer.
Find the transaction you’d like to refund and click the Refund icon for it
Specify the amount to be refunded. It can be a partial refund, if necessary.
Choose the Payment Method that the refund will be issued to
Click the Issue Refund to process and record the refund immediately
⚠️ Note: Refunding a customer through the Payment History section will not remove them from the bookings(s). They will still be listed as a participant in the booking.
If you need to both refund and remove them from a booking, follow the Refunding and removing a customer from a booking steps.