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Refunding Payments

3 min read Updated 2 days ago

Before processing a refund, check that your billing provider supports refunds and that refunds are enabled on your merchant account.
Note that refund fees and settlement time-frames may apply, depending on your billing provider.

Refunding Billing Payments

Billing payments must have a Settled status before they can be refunded.

To check the payment status:

Go to the member’s profile Accounts and Billing tab
Click once on the payment line item to expand the transaction details
Review the payment status
If the payment shows as Settled, a Refund button will be available
Click Refund to open the refund window and process the refund

Refund Options

In the refund window, you’ll see a list of eligible charges linked to the payment.
From here, you can choose how the refund should be handled.

1. Refund and Credit

Use this when a charge was applied in error and should no longer be collected.
This will:

Refund the payment
Cancel the selected charge

2. Refund and Pay Later

Use this when you need to return the payment now, but still intend to collect the charge again later, for example if the wrong card was used.
This will:

Refund the payment
Keep the charge on the member’s account to be paid later

Refund Amounts

GymMaster will automatically calculate the refund amount based on:

Any original unassigned credit
The charges you’ve selected for refund

Need to refund a different amount? Click the pencil icon next to the amount to unlock and edit it manually.

After a Refund is Processed

Once the refund is completed, the member’s Account History will show:

A negative payment line
A negative charge (if Refund and Credit was used)

This keeps the account balanced, with no outstanding amount remaining after the refund.

Refunding In-Person Payments (Non-Billing)

This creates the refund record in GymMaster only. You’ll still need to return the funds separately, for example by cash or bank transfer.
Manual payments, such as cash or EFTPOS, can also be refunded from the member’s Accounts tab.

To record a refund:

Go to the member’s Accounts tab
Click Adjustment
Select Debit Note as the adjustment type

Then choose what to base the refund on;

Payments - Use this when refunding the member using the same payment method they originally used. Example: paid cash, refunded cash
Payment Methods - Use this when refunding via a different payment method. Example: paid cash, refunded by online banking

Need a payment method that isn’t listed? Go to Settings > Financial Configuration > Point of Sale > Add Additional Payment Method

Common Questions this Covers

How to refund a charge or billed amount
How to refund an n person payment
How to record a refund
How to undo a payment