Refund a payment

Who can refund

The studio owner can always refund. Admins and front desk staff need the Refunds permission, which only the owner gives on the Staff page.

For front desk, Front desk can refund in Settings, under Booking rules, decides on top of that:

• Off: nobody at the front desk can refund, even with the permission. Orders show no Refund. When cancelling a class, Refund the money is locked, so they choose Keep it as a credit for another class. They also cannot cancel a paid private session, refund event tickets or use Record as sent back.
• On: front desk staff with the Refunds permission can refund.

Refund an order

1. Open Sales and select the order.
2. Select Refund.
3. Choose the Payment to refund, if the order has more than one.
4. Enter the Amount. You can refund all of it or part of it, up to what was paid.
5. Write a Reason.
6. Under What happens to what was bought, choose:
   • Remove unused classes: usual for a full refund. Bookings made with those classes are cancelled and the member is told.
   • Keep it: usual for a partial refund. The member keeps the pass.
   • End the membership now: only for memberships. No more payments are taken.
7. Confirm with the Refund button, which shows the amount.

How the money goes back

• Card online and Pix online: the refund goes through Stripe to the member’s card or Pix. Banks usually show it within 5 to 10 days. The order shows the refund as waiting until Stripe confirms it. If Stripe refuses, check the payment in your Stripe Dashboard.
• Pix marked by hand, which includes Pix QR payments: send the money back from your bank app first. elastudio then records the refund and adds a credit note to the Stripe invoice.
• Cash, Card machine and Bank transfer: give the money back yourself. elastudio records the refund.

The order status changes to Partly refunded or Refunded, and the member gets the Refund issued e-mail with the amount and what happened to their classes.

Note: Refunding a monthly membership payment does not stop the membership unless you choose End the membership now.

When you cancel a class

Cancelling a class or closing the studio can also refund people who paid for that class alone, with Refund the money. If a refund fails, or the order was already refunded by hand, the member keeps the credit and elastudio asks you to check the sale.

Good to know

• A promo code used on the order stays used after a refund.
• Refunds appear in the Refunded total at the top of Sales and in your Stripe reports.
• An unpaid order is not refunded: select Cancel order instead.