Refunding payments as Account Credit

When clients cancel appointments or registrations, you have the flexibility to issue refunds that work best for your business. This guide will walk you through configuring your cancellation refund policy and the new automatic account credit expiration feature.

Understanding Your Refund Options

Before diving into the settings, it's helpful to understand what each option means for your business:

• When to Refund: You can set a limit to when a client can get a refund when cancelling their session.
• Refund Method: You can choose to either refund payments directly back to your client's card or issue account credit that they can use for future bookings.
• Booking Type Policy: You can decide whether all registration types are eligible for refunds, or only those purchased with a membership or package.
• Account Credit Expiration: With the new automatic expiration feature, you no longer need to manually track or remove old credits from your books. Credits will automatically expire after your specified timeframe, keeping your financial reporting clean and accurate.

Setting Up Your Cancellation Refund Policy

Navigate to Business Settings → Cancellation settings to access these options.

• Select "Provide a refund when clients cancel" to activate your refund policy.
• Set the minimum hours of notice required. For example, entering "20" means clients must cancel at least 20 hours before their appointment to receive a refund.
• Choose which bookings are eligible for refunds. Select either "Only registrations made with a membership/package get a refund" to limit refunds, or "Any registration gets a refund" to allow all bookings to be refunded regardless of payment method.
• Choose your refund method: "Payment back to client's card" to refund directly to their original payment method, or "Account credit" to add the refund as credit for future use.
• If you selected account credit, keep credits forever by leaving it on "Never" or set an automatic expiration period by selecting "Custom" from the dropdown and entering the number of days after which credits should expire. The system will automatically expire unused credits after this period.

Important Note About Rolling Expiration

Account credit expiration works on a rolling basis. This means that whenever new credit is added to a client's account (whether from a new refund or any other source) the expiration date for their entire account balance automatically extends. This ensures clients don't lose credits unexpectedly and provides a better customer experience.

Using Refunded Account Credit

If you choose to refund it as account credit, your clients will receive an email that includes the Gift Card code they can use when making a future purchase. 

If your clients are signed in when they are making their purchase, we'll automatically prompt them to use their account credit for their purchase.

Account credits can be applied through the Point-of-Sale when checking them out for any purchase.

View Your Client's Account Credit

Account credits can be viewed under the "Gift Card & Account Credit" menu item. You can see the balance credit, adjust the value, or even void it if required.

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