Refund a Paid Invoice and Pending Refunds

There may be instances where clients have purchased a product accidentally or intended to purchase a different one. After submitting a refund to a client, refunds may have a pending status. Learn how to submit a refund and what a pending refund means. 

In this Article:

• Refund an Invoice in Trainerize
• Refund a Payment in Stripe 
• Pending Refunds

• Important Information Regarding Refunds

Refund an Invoice in Trainerize

There may be instances where clients have purchased a product accidentally or intended to purchase a different one. To give them a refund:

1. In Payments, click on Invoices in the left navigation menu.
2. Click on the invoice number of the invoice you wish to refund. You can use the search bar in the top-right corner to search invoices by client name or invoice number.
3. In the dialog pop-up, click the Refund button.
4. In the Refund Payment dialog, choose whether to do a full or partial refund and click Refund to confirm.
5. After the refund goes through, the client will be sent a refunded invoice via email. The dialog will refresh with the new details and an updated preview of the refunded invoice. 

Refund a Payment in Stripe 

Some of you will be able to refund a payment in Stripe if you have access to the Stripe dashboard.

There are a few ways to refund payments in Stripe: 

1. Visit Payments on the navigation menu. On the transaction you'd like to refund, click the three dots on the right-hand side. Select Refund payment.
2. Another way is via All Transactions or Payments on the navigation menu. Click into the transaction you'd like to provide a refund for. Click Refund on the top right-hand corner.

In both instances, a dialog screen with open to submit a refund. 

• Determine the refund amount. You can provide a full or partial refund.
• Select the reason for the refund. Options include duplicate, fraudulent, requested by customer, and other. 
• Click Refund to submit your refund.

Pending Refunds

Refunds will have a pending status if there is not enough funds in your balance to make a refund. It will be completed once there are enough funds in your account. 

To view the status of a refund:

• Visit Invoices under Payments in Trainerize 
• Visit the Refunded tab under Payments in Stripe 

Lastly, refunds will fail if we are unable to collect the funds. 

Important Information Regarding Refunds

• As per Stripe’s terms (Stripe Integrated Payments is powered by Stripe), there are no fees to refund a charge, but the fees collected from the original transaction are not returned.
• Refunds take 5 to 10 days to appear on your client's statement.
• If you do a partial refund, you can refund it further in the future.

Related Articles

• About Invoices
• Cancel a Client's Pending Product
• Cancel a Client's Pending Product
• Reviewing Sales History