Help CenterRegardless of the payment source, refunds will be processed immediately once you submit them. Voids can also be processed in the full amount for requests made before the transaction has batched. Batching occurs once per day in the evening. Funds will be debited directly from your bank account. There will be no manual charges to your credit card for refunds. We will also soon be introducing the ability for clients to "request a refund" which you can simply approve or reject.
Note: Automated refunds and voids are only available for businesses whose Usio Payment Status is ACTIVE, similar to the one below. To unlock this feature, activate payment processing and enroll!
Refunds
Card transactions are refundable after 24 hours. While ACH transactions can only be refunded once the transaction type has updated from ACH Pending to Sale. As a fraud protection measure, funds from an ACH transaction can only be refunded after a 5 day waiting period once the transaction has been batched. ACH transactions can still be voided in full before they are batched. Once an ACH transaction becomes refundable, it may be refunded partially or fully, however, only 1 refund may be issued via ACH. This means that if a partial refund is issued via ACH (which can only be done on ACH transactions) you can no longer issue another refund on that transaction via ACH. You may still issue further refunds on the transaction via cash, check, gift card/certificate or other methods.
To start the refund process, head to your Sales Report By Transaction section.
Step 1: View the Sales Report and choose a purchase to refund.
On the right side, next to each purchase, you'll see a "Refund" link. Clicking the link will popup a "Request a Refund" modal as shown below.
Step 2: Complete the refund request.
In this "Request a Refund" modal, 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 or full remaining amount available for refund is prefilled) or choose a custom amount. The amount you refund has to be greater than zero and less than the full amount of the transaction (or remaining amount if the transaction has already been partially refunded.). For Partial Refunds, please check the guide at the bottom.
Refund Method: You can choose Card, ACH, 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 Please note that you can only refund via Card if the purchase was originally made via Card but you can refund Card transactions as Cash, Check, Gift Card/Certificate, or Other. This is the same for ACH. ACH transactions can only be refunded once via ACH but can still be refunded via other payment methods except for Card.
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. This will not show up for Retail Products and Miscellaneous items. Turning on the toggle will withdraw your client from all upcoming sessions, expire all active balances associated with the purchase and cancel their auto-renewing package/membership if they have one.
After you've filled out the "Request a Refund" modal, click CONFIRM. The window will show a "Refund Confirmation" modal as shown below, click CONFIRM and CONTINUE to close the modal and head back to your Sales Report. Please note that once a refund is submitted, it can no longer be canceled.
Step 3: Check your Sales Report.
You'll see that your Sales Report has been updated with a notation that the transaction has been Refunded immediately with the date. You can click the "Refund History" icon for a summary of the refund, click CLOSE to go back to your Sales Report.
Partial Refunds
You can process a partial refund or 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 processed and completed an initial partial refund of $75 for a $225 purchase. The "Refund" link has changed to "Refund Again". Click the "Refund Again" link to process another partial refund request.
The "Request a Refund" modal will show the remaining amount that can be refunded. Because the business has already refunded $75, it’s now showing $150. In the example below, the business chose to process another partial refund of $50 and chose cash as the Refund Method.
Note: Only one partial refund can be submitted on a Card/ACH transaction within 24 hours. You can still process multiple partial refunds using other Refund Methods (Cash, Check, Gift Card/Certificate or Other) during that time but you would need to wait until the following day to process any further refunds on a transaction that has just been partially refunded via card or ACH. You may only issue a refund via credit card if the original transaction was purchased via credit card, and you may only issue a refund via ACH if the original transaction was ACH. You may always issue a refund on an ACH or Credit Card transaction via cash, check, gift card/certificate or other refund methods. The original fees paid for a payment transaction will not be returned. There will be no additional processing fees for partial refunds.
After you've filled out the "Request a Refund" modal, click CONFIRM. The window will show a "Refund Confirmation" modal as shown below, click CONFIRM and CONTINUE to close the modal and head back to your Sales Report. Please note that once a refund on a transaction processed through Usio is submitted, it can no longer be canceled.
Once you’ve refunded the transaction in full, you'll see that your Sales Report has been updated with a notation that the transaction has been Refunded immediately with the date. You can click the "Refund History" icon for a summary of the refunds, click CLOSE to go back to your Sales Report.
Voids
Card and ACH voids can be processed on Usio transactions that have not yet been batched. Once a card transaction is batched, you are no longer able to void the transaction but you are able to refund it. ACH transactions are also still voidable before they are batched. ACH transactions can be refunded partially or in full using the same method once the transaction type has changed from ACH Pending to Sale. As a fraud protection measure, funds from an ACH transaction can only be refunded after a 5 day waiting period once the transaction has been batched. When voiding an ACH or Credit Card transaction, you may only void via the original purchase method and for the full amount of the transaction. You may still issue a full or partial refund on a Credit Card transaction via cash, check, gift card/certificate or other payment methods. On ACH transactions, you are only able to void the transaction in full and via ACH. Refunds, full or partial, cannot be issued on an ACH transaction via any method until the transaction has passed the 5 business day waiting period. This is a fraud prevention measure.
Note: There are no processing fees on voided transactions.
To start the void process, head to your Sales Report By Transaction section.
Step 1: View the Sales Report and choose a purchase to void.
On the right side, next to each purchase, you'll see a "Void" link. Clicking the link will popup a "Request a Refund" modal. Screenshots below.
Step 2: Complete the void request.
After you've filled up the "Request a Refund" modal, click CONFIRM. The window will show a "Refund Confirmation" modal as shown below, click CONFIRM and CONTINUE to close the modal and head back to your Sales Report. Please note that once a refund/void is submitted, it can no longer be canceled.
Step 3: Check your Sales Report.
Once you’ve voided the transaction in full, you'll see that your Sales Report has been updated with a notation that the transaction has been voided immediately with the date. You can click the "Refund History" icon for a summary, click CLOSE to go back to your Sales Report.
The process for voiding an ACH Pending transaction is the same. As mentioned above, voidable ACH transactions can only be voided in full using the same method on same-day requests. You cannot void an ACH transaction using Card and vice versa. The refund amount cannot be changed for the same payment method. Screenshots below.
ACH Returns
If you choose to accept ACH payments, there is a possibility that a return can come back on a transaction even after funds from that transaction have been disbursed to your account. If this happens, it will show as "ACH Return" on your Sales Report. Unfortunately, unlike when credit card transactions are disputed and a chargeback is received, there is no avenue for a business to dispute a Returned ACH transaction. The funds are returned to the bank and the processor also charges a non-refundable $5 Return fee. Screenshot below.
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 or voiding the transaction by toggling the "Reverse Associated Balances" toggle to YES.
Note: 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/voided. This will not show up for Retail Products and Miscellaneous items. 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.
Exporting your Sales Report
To download your Sales Report, use the filters above and hit EXPORT to download your Sales Report custom view.
Once you've exported your Sales Report, use your favorite spreadsheet program (Excel, Sheets, Numbers, etc.) to open the downloaded .csv file, or you can copy the data and paste it to a Google Spreadsheet. You can use the filter function of your favorite spreadsheet program to filter the data you need.
That's about it! Any questions? Chat with us or send us an email to support@fitli.com.