How Do I Perform a Refund?

In fitDEGREE, refunds happen in two general ways: automatic refunds (triggered by your cancellation policy) and manual refunds (processed by an Admin). Refunds always return value in the same form the payment was made, with one exception that can be handled manually.

How automatic refunds work

When a Client cancels within the window allowed by your cancellation policy, the system automatically refunds the registration. The refund is returned in the same form the payment was made:

• Paid with a Class Pack → a use is restored to the Class Pack.

• Paid with an Intro Offer Perk → a use is restored to the Intro Offer Perk.

• Paid with a Membership Perk → a use is restored to the Membership Perk.

• Paid with a Guest Pass → a use is restored to the Guest Pass on the registered Client's account (not the original sender's account).

• Paid with cash, Gift Card, or Account Balance → the value is returned to Account Balance.

• Paid with a credit card drop-in → money is returned to the credit card used UNLESS you have adjusted your admin settings for refunds.

Note: Series and Events use separate payment systems from Classes and cannot be tied to a pack. Any auto-refund on a Series or Event follows your admin drop-in refund settings. 

Refunding a credit card purchase to Account Balance instead

If you want to return a credit card purchase as Account Balance instead of refunding to the card, this can be done manually — but it must be done from the original sale, not from the check-in roster or registration if you have refund to payment method turned on for drop-ins. If you turned on refund to account balance for drop-ins from your company setting, you do not need to take this action.

Step 1: Cancel the registration without an auto-refund

1. Open the Client's profile.

2. Find the registration that needs to be cancelled.

3. Click the three dots to the right of the registration.

4. Select Cancel Registration.

5. Leave Perform refund with cancellation unchecked.

6. Confirm the cancellation. You'll see a black back arrow next to the registration.

Step 2: Mark as compensated without auto-refund

1. Click the black back arrow next to the registration.

2. Two options appear: Auto refund and Mark as compensated without auto refund.

3. Select Mark as compensated without auto-refund. This signals you plan to refund the Client another way.

Step 3: Issue the refund as Account Balance

1. Stay on the Client's profile and scroll down to the sale of the item.

2. Click on the sale to open the sale page.

3. Click Refund on the right.

4. Select the item you are refunding.

5. Click Next in the bottom right.

6. Under Refund to, choose Account Balance.

7. Enter the amount you are refunding into the Account Balance box.

8. Click Submit.

The refund is now reflected on the Client's profile as Account Balance, which they can use toward any future purchase.

Things to know

• Refunds initiated through the check-in screen or registration cancellation always follow the rules above. To change the refund destination, you have to cancel without auto-refund and then refund from the sale unless you have changed your company drop-in refund settings.

• Refunding a registration paid with a Guest Pass returns the use to the registered Client's Guest Pass, not the original sender's Guest Perk. The sender's Guest Perk is not affected by a registration refund.