Refund Your Customers – Vagaro Support

In running a business, it's important to keep customers happy. Sometimes, this means giving a refund to satisfy customers, and that's alright. Using Vagaro, it's simple to refund customers in different ways throughout the software. This guide focuses on basic refunds. For help with more complex refunds, see issue a gift card as a refund, product returns, membership refunds, or package and package visit refunds.

Before you refund a purchase, keep the following in mind:

You can't undo a refund once processed.
We do not recommend refunding credit/debit transactions 120 days (four months) after the purchase date.
You can't refund to a different card.
You can't issue multiple refunds for the same item. For instance, if you issued a partial refund for a service, you can't issue a full refund at a later time.
Vagaro currently can't refund Interac transactions.
For Xero and QuickBooks users, refunding a gift card, package, or membership won't be added to your QuickBooks or Xero reports since they are considered virtual money.

Prerequisites: This feature is available for all Vagaro businesses.

Refund from the Transaction List

Run the Transaction List report to find a specific sale transaction or if you can't find the customer's profile. You'll be able to filter and sort the search results to narrow them down.

On a Phone

To refund a customer by running the Transaction List report:

Select More → Reports → Transaction List.

The system automatically runs the report for today's transactions.
Filter and run the report to help find the transaction.
Swipe left on the transaction to be refunded, then select Refund.
Select Refund under the item.
Enter the full or partial Refund Amount and the Tip amount to refund, if applicable, then select Next.
Select Next.
Optionally, split a refund between two payment methods, such as cash and a gift card, and then select Submit.
Review the Refund Summary, then select Refund.

Your refund summary will update with the amount you entered.
Enter a reason for the refund, select whether to Print Receipt or Email Receipt, then select Continue.

On a Computer, Tablet, Pay Desk, or PayPro

To refund a customer by running the Transaction List report:

Select Reports → Transaction List.

The system automatically runs the report for today's transactions.
Filter and run the report to find the transaction.
Hover over the transaction to be refunded, then select Refund.
Select the customer's preferred refund method. Unavailable methods are grayed out.
Enter the full or partial Refund Amount. Optionally, if a tip was included, you can enter the Tip refund.
Select Next or Confirm.
Optionally, split the refund between two payment methods, such as cash and a gift card, and then select Confirm.

The refund method fields will update with the amount you entered.
Enter the Reason for Refund, select whether to Email Receipt or Print Receipt, then select Refund.

Refund on the Checkout Screen

You can also refund customers directly on the Checkout screen.

On a Phone

To refund a customer on the Checkout screen:

Go to the Checkout screen, or check out the customer directly from the Calendar.
Scroll down to the bottom of the screen, then select Refund. The customer's transaction history will appear.
Select the transaction to be refunded, then select Refund.
Select Refund under the item.
Enter the full or partial Refund Amount and the Tip amount to refund, if applicable, then select Next.
Select Next.
Optionally, split a refund between two payment methods, such as cash and a gift card, and then select Submit.
Review the Refund Summary, then select Refund.

Your refund summary will update with the amount you entered.
Enter a reason for the refund, select whether to Print Receipt or Email Receipt, then select Continue.

On a Computer, Tablet, Pay Desk, or PayPro

To refund a customer on the Checkout screen:

Go to the Checkout screen, or check out the customer directly from the Calendar.
Select Refund in the top-right corner. The customer's transaction history will appear.
Find the transaction the customer wants to refund, then select Refund next to that transaction.
Select the customer's preferred refund method. Unavailable methods are grayed out.
Enter the full or partial Refund Amount. Optionally, if a tip was included, you can enter the Tip refund.
Select Next or Confirm.
Optionally, split the refund between two payment methods, such as cash and a gift card, and then select Confirm.

The refund method fields will update with the amount you entered.
Enter the Reason for Refund, select whether to Email Receipt or Print Receipt, then select Refund.

Refund on the Refund Screen

The Refund screen is a straightforward way to refund a customer.

On the Vagaro Pro App

To refund a customer on the Refund screen:

Open the Vagaro Pro App, then go to More → Refund.
Select the customer's profile to refund.
Select the transaction to be refunded, then select Refund.
Select Refund under the item.
Enter the full or partial Refund Amount and the Tip amount to refund, if applicable, then select Next.
Select Next.
Optionally, split a refund between two payment methods, such as cash and a gift card, and then select Submit.
Review the Refund Summary, then select Refund.

Your refund summary will update with the amount you entered.
Enter a reason for the refund, select whether to Print Receipt or Email Receipt, then select Continue.

On a Computer

To refund a customer on the Refund screen:

Hover over Checkout , then select Refund Customer.
Search for and select the customer to refund.
Next to the transaction to be refunded, select Refund
Select the customer's preferred refund method. Unavailable methods are grayed out.
Enter the full or partial Refund Amount. Optionally, if a tip was included, you can enter the Tip refund.
Select Next or Confirm.
Optionally, split the refund between two payment methods, such as cash and a gift card, and then select Confirm.

The refund method fields will update with the amount you entered.
Enter the Reason for Refund, select whether to Email Receipt or Print Receipt, then select Refund.

Refund From a Customer's Profile

You can select a transaction directly in a customer's profile to refund them.

On the Vagaro Pro App

To refund a customer in their customer profile:

Go to Customers and select a customer.
Scroll to the bottom of the screen, then select Refund to open the customer's transaction history.
Select the transaction to be refunded, then select Refund.
Select Refund under the item.
Enter the full or partial Refund Amount and the Tip amount to refund, if applicable, then select Next.
Select Next.
Optionally, split a refund between two payment methods, such as cash and a gift card, and then select Submit.
Review the Refund Summary, then select Refund.

Your refund summary will update with the amount you entered.
Enter a reason for the refund, select whether to Print Receipt or Email Receipt, then select Continue.

On a Computer

To refund a customer in their customer profile:

Go to Customers and select a customer.
Select Refund in the top-right corner.
Find the transaction to be refunded, then select Refund.
Select the customer's preferred refund method. Unavailable methods are grayed out.
Enter the full or partial Refund Amount. Optionally, if a tip was included, you can enter the Tip refund.
Select Next or Confirm.
Optionally, split the refund between two payment methods, such as cash and a gift card, and then select Confirm.

The refund method fields will update with the amount you entered.
Enter the Reason for Refund, select whether to Email Receipt or Print Receipt, then select Refund.

Refund from a Customer's Appointment History

View a customer's appointment history in their customer profile to find a specific transaction to refund.

On the Vagaro App

To refund a customer from their appointment history in their customer profile:

Go to Customers and select a customer.
Select the Appointments tab to display the customer's appointment history.
Select the transaction to be refunded, then select Refund.
Select Refund under the item.
Enter the full or partial Refund Amount and the Tip amount to refund, if applicable, then select Next.
Select Next.
Optionally, split a refund between two payment methods, such as cash and a gift card, and then select Submit.
Review the Refund Summary, then select Refund.

Your refund summary will update with the amount you entered.
Enter a reason for the refund, select whether to Print Receipt or Email Receipt, then select Continue.

On a Computer

To refund a customer from their appointment history in their customer profile:

Go to Customers and select a customer.
Select the Appointments tab to display the customer's appointment history.
Select the Action menu next to the appointment to be refunded, then select Refund.
Select the customer's preferred refund method. Unavailable methods are grayed out.
Enter the full or partial Refund Amount. Optionally, if a tip was included, you can enter the Tip refund.
Select Next or Confirm.
Optionally, split the refund between two payment methods, such as cash and a gift card, and then select Confirm.

The refund method fields will update with the amount you entered.
Enter the Reason for Refund, select whether to Email Receipt or Print Receipt, then select Refund.

Refund from the Calendar

You can refund a customer by selecting any of their appointments on the calendar, which will open their customer profile.

On the Vagaro Pro App

To refund a customer from the Calendar:

On the Calendar , select the customer's appointment, then select the customer's name.
Scroll to the bottom of the screen, then select Refund to open the customer's transaction history.
Select the transaction to be refunded, then select Refund.
Select Refund under the item.
Enter the full or partial Refund Amount and the Tip amount to refund, if applicable, then select Next.
Select Next.
Optionally, split a refund between two payment methods, such as cash and a gift card, and then select Submit.
Review the Refund Summary, then select Refund.

Your refund summary will update with the amount you entered.
Enter a reason for the refund, select whether to Print Receipt or Email Receipt, then select Continue.

On a Computer

To refund a customer from the Calendar:

On the Calendar , select the customer's appointment, then select the customer's name.
Select Refund in the top-right corner.
Find the transaction to be refunded, then select Refund.
Select the customer's preferred refund method. Unavailable methods are grayed out.
Enter the full or partial Refund Amount. Optionally, if a tip was included, you can enter the Tip refund.
Select Next or Confirm.
Optionally, split the refund between two payment methods, such as cash and a gift card, and then select Confirm.

The refund method fields will update with the amount you entered.
Enter the Reason for Refund, select whether to Email Receipt or Print Receipt, then select Refund.