Cash refunds

Gymcatch does not process cash refunds. You can, however, process cash refunds through either your GymcatchPay, Stripe or GoCardless dashboard.

GymcatchPay

Head to the Payments page from the left hand side menu in your Gymcatch admin portal
Click Access GymcatchPay dashboard
Locate payment in dashboard
Click Refund on the right hand side of the payment record
Select to make a full or partial refund and enter the amount if partial refund is chosen
Click Refund to complete this process

GymcatchPay does not charge additional fees when issuing refunds and the customer should expect to see the refund in their bank within 5-10 working days. Please note that refunds are only available and processed if there is a positive balance and sufficient funds to cover the refund amount and only those team members with the relevant permissions from the business owner will be able to access this page.

Stripe

Log in to your Stripe dashboard at Stripe.com/login
Search for your customer by adding their email in the Search bar at the top of the page
Click on the related payment. If you need more information on each payment you can click on it, then scroll down to the Meta Data section to see more information.
Click the backward arrow + Refund text button in the top right corner and action the pop up.

Stripe does not charge any additional fees when issuing refunds, but please note that businesses will not receive a refund for the original transaction fees taken.

GoCardless

Log in to your GoCardless dashboard at Manage.gocardless.com/sign-in
Click on the Payments tab and click on Payments
Locate the payment in the list and open its individual record by clicking on it
On the individual payment page, click on the three dots in the top right corner
Click Refund payment
Enter the amount you would like to refund (up to the full amount of that payment)
Enter a reference (this will appear as part of the reference on your customer’s bank statement)
Click Refund payment

Please note that GoCardless strongly recommends that payments are not refunded within 7 days of being charged. This allows sufficient time for payments to be settled into your bank account, ensuring that it was successfully collected and protecting you from refunding unreceived funds.

GoCardless charge 50p + VAT on all refunds issued. Please note that businesses will not receive a refund for the original transaction fees taken.

Marking a customer as refunded

If you wish to mark your customer as refunded via Stripe / GymcatchPay on their Gymcatch booking record, then you can easily do this by going to:

Head to the Schedule page from the left hand side menu
Click Details on relevant session
Attendees
Click on this customer's name
Click on the booking in the Payment records table so that the row highlights with a green border
Mark as refunded on Stripe / Mark as refunded on GymcatchPay. If you decided to issue this cash refund via bank transfer instead for example, then you do have the option to Mark as refunded by another method.

Credit backs

The easiest way to action a credit back is via the gifting of a 1 class credit bundle. You can do this by following either of below methods:

Gifting a new package

1. Create a 1 credit bundle:

In Packages, create a 1 session credit bundle (more info on how to do this here)
Give the bundle a tag(s). If your session(s) already have a tag, then make sure you give your bundle this same tag(s)
After creating the bundle, leave it in draft form

2. Add 'Bundles' as a payment option on your sessions:

Click on the Details button next to next session in a series from the Schedule page
Then click the Edit this session button
Ensure Bundles are selected as a Payment option
If needed, update the tag field in the form to have a tag ensuring this is the same tag that is on your 1 credit bundle.
Scroll to the bottom of the page and then click Update all sessions in this series on the right hand side
Repeat for all session series you have

3. Gift this 1 credit bundle to your customer:

There's two ways that you can do this.

A. Gift the 1 credit bundle to your customer via the Packages page:

Click on Packages
Click on the package you just created from the Bundles filter
Click Gift this package
Select the customer(s) to whom you wish to gift it
Click Gift this package

B. Gift the 1 credit bundle to your customer via the Attendees tab:

Click Details on the relevant session
Click on Attendees
Click on the customer you wish to refund
Click on the booking in the Payment records table so that the row highlights with a green border
Use the arrows to navigate to the 1 credit bundle from the options under Refund options
With the 1 credit bundle selected, click Gift customer this package

Crediting an existing package

If the customer already has a live instance of this 1 class credit bundle from another refund or you would like to add a refund credit to a different live package of theirs, then there's two ways of doing this:

A. Add the refund credit to the live package via the Packages page:

Click on Packages
Click on the package you just created from the Bundles / Passes filter
Package customers
Check the box next to the customer's name
Update
From there you can add credits to the package
Next
Update 1 package

B. Add the refund credit to the live package via the Attendees tab:

Click Details on the relevant session
Click on Attendees
Click on the customer you wish to refund
Click on the booking in the Payment records table so that the row highlights with a green border
Use the arrows to navigate to the package you would like to credit from the options under Refund options
With the correct package selected, click Credit this package

How do I refund or credit back a customer?