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Requesting Client Refunds

You can request a refund for any purchase showing on your Sales Report with just a few clicks! Here's how…

Requesting Refunds

To start the refund request process, head to the Sales Report By Transaction section. Once there, let's take a look at the report, and see what's available for refunds and how the process works.

Step 1: View the Sales Report and choose a purchase to refund

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Search for the transaction you want to refund. On the right side, next to each purchase, you'll see a 'Refund' link. Clicking the link will popup a 'Refund Request' window as shown below. 

Step 2: Complete the refund request

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In this refund request popup, you'll see several options. Enter the amount, refund method and the reason for the refund. 

Amount - You can enter the full amount (the purchase price was prefilled) or a partial amount. The amount you refund has to be greater than zero and less than the full amount of the transaction. For partial refunds, please check the guide at the bottom.

Refund Method - You can choose Card, Cash, Check, Gift Card/Certificate or Other. Please note that you can only refund via Card if the purchase was originally made via Card but you can refund Card transactions as Cash, Check, Gift Card/Certificate, or Other. Reason for Refund - Nothing fancy, just a quick note for Fitli and yourself (also goes into your Sales Report export) for why the refund was processed.

*Reverse Associated Balances - This option will only be available if your client has upcoming sessions and/or active balances that are directly associated with the package, membership or drop-in charge that is being refunded. Turning on the toggle will withdraw your client from all upcoming sessions and expire all active balances associated with the purchase.   

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After you've filled up the refund request form popup, click the 'Confirm' button. The window will show a 'Request Confirmation' popup as shown below.

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Click the ‘Confirm’ button once again. A prompt will appear that your refund request has been sent and is pending approval.

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Click ‘Continue’ to close the window and head back to the Sales Report By Transaction section, you'll see that the report has been updated with a notation that the refund was sent, "Refund Submitted". Fitli will complete the refund within 24 hours (on business days) - no more work for you!

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Canceling Refund Requests

If you realize you made a refund request in error, you can also CANCEL the refund request. Just click the 'Refund Submitted' link on the Sales Report AFTER you request a refund and click the CANCEL REFUND button. We'll cancel the refund request and your Sales Report will revert back to the way it looked prior to you requesting the refund and you can always re-request the refund, if needed.

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Automatic Renewing Memberships

As part of our typical process, Fitli does NOT cancel automatically renewing memberships but you can choose to easily cancel a customer’s auto-renewing membership when refunding the most recent charge of the plan by toggling the ‘Reverse Associated Balances’ toggle to YES. Note: This option will only be available if your client has upcoming sessions, active balances or an active, unexpired auto-renewing membership. Turning on the toggle will withdraw your client from all upcoming sessions, expire the active balance, and cancel and expire the customer’s auto-renewing membership. In case you don’t want to cancel your client’s auto-renewing membership, make sure that the toggle is OFF. You can still also manually cancel your client’s auto-renewing membership by going to their profile and canceling it there.

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Class or Session Refunds If you want to cancel your client’s upcoming session(s) when refunding a package, membership or drop-in charge, turn ON the ‘Reverse Associated Balances’ toggle. Turning this ON will mean that the customer is refunded from all upcoming sessions once the refund is completed. 

Step 3: Wait for the refund to complete

After Fitli processes the refund, which is typically in a few hours to at most 24 hours (depending on the day), three things will happen:

1 - You will receive an email notifying you when the refund has been processed and completed. This email will let you know that Fitli has completed the refund transaction and the net amount refunded to your client.

2 - Your client will receive an email from Fitli notifying them that they have been refunded for their purchase.

3 - If the original client purchase was made by credit card, and Fitli is processing a PARTIAL credit card refund back to the customer, we're charged a credit card refund fee to perform a transaction to the client's card. This fee is the same as the card charge fee, 2.9% + .30. As Fitli pays refunds to customers via credit card out of our bank account, to 'square up' charges with your business as part of the card refund process, we then charge your business credit card on file the refund amount, PLUS the credit card refund fee listed above. So, if the original purchase was $200, and you're requesting a refund of say, $100, we then charge you, the business, $103.20. This charge occurs immediately before we process the refund to the customer.

4 - Your sales report will change to reflect the refund, with the dollar amount refunded in red, and the total sales amount adjusted and also reflected in red as shown below.

Updated Sales Report:

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You'll see your updated sales report now displays each refund in a new line with the full details of the refund available. Also, at the top of your Sales Report, you'll see the gross and net sales amounts, with any adjustments for refunds during the time period you selected. Refund History:

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Click the ‘Refund History’ icon to check the details of the refund. In the example below, the purchased package has been refunded in full and the business chose to reverse associated balances.

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Any notes you added to the refund request will also appear in the exported Sales Report.

Partial Refunds

You can request partial refunds and you can also request and process multiple partial refunds on a single transaction, if needed. The total amount of partial refunds must not exceed the original purchase price. In the example below, the business’ initial request of a $50 partial refund for a $200 purchase has been completed. The ‘Refund’ link has changed to ‘Refund Again’. Click the ‘Refund Again’ link to process another partial refund request. 

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The ‘Request a Refund’ popup will show the remaining amount that can be refunded. Because we’ve already refunded $50, it’s now showing $150. In the example below, the business has requested another $40 partial refund. Click ‘Confirm’.

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After you've filled up the refund request form popup, click the 'Confirm' button. The window will show a 'Request Confirmation' popup as shown below.

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Click the ‘Confirm’ button once again. A prompt will appear that your refund request has been sent and is pending approval.

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Click ‘Continue’ to close the window and head back to your Sales Report, you'll see that the report has been updated with a notation that the refund was submitted. Now, Fitli will process the partial refund.

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Once we’re done processing the refund, the ‘Refund’ link will show ‘Refund Again’ prompting you that you can process another partial refund request. For all sales that have been fully refunded, the text will appear that states ‘Refunded on xx/xx/xxxx.’

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Click any of the ‘Refund History’ icons to check the details of the refunds. 

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Thanks and if you have any questions regarding refunds, contact us at support@fitli.com