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

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.Screen_Shot_2020-12-17_at_10.35.35_AM.png
  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. Screen_Shot_2020-12-17_at_10.43.32_AM.png

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 (Trainerize Pay 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.

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