Refund a Membership and Membership Visits – Vagaro Support

If your customer isn't satisfied with their purchase or paid appointment with a membership, you can refund their membership, the paid value of the visit, or add a visit back to their customer profile. Keep in mind that you can't refund a membership visit, but you can manually increase the membership's visit balance to add one back to the customer's visit.

To view a list of the memberships at your business, run the Memberships report.

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.

Tip

You can view all refunded transactions in the Transaction List report screen.

Prerequisites: This feature is available for all Vagaro businesses.

Refund a Visit Paid with a Membership

Refunding a visit that a customer paid with a membership is performed by refunding the customer's appointment. If the membership allows only a specific number of visits, it is up to the business's discretion whether to add back the redeemed visit.

On a Phone

To refund a visit that a customer paid with a membership:

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, Tablet, Pay Desk, or PayPro

To refund a visit that a customer paid with a membership:

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.

Add a Visit Back to a Membership

Memberships that allow a discount for services or classes

If the membership also provides a discount for a specific number of visits, it is up to the business's discretion whether to also refund the redeemed amount.

On a Phone

To add a visit back to a customer's membership:

Go to Customers and select a customer.
Select the Memberships tab.
Select the membership, then select Edit Balance.
- For Services/Classes/Add-Ons, enter the number of Visits Remaining.
- For Products, enter the Quantity Remaining.
Select Save.

On a Computer, Tablet, Pay Desk, or PayPro

To add a visit back to a customer's membership:

Go to Customers and select a customer.
Select the Memberships tab.
In the membership's row, select the Action list, then select Edit balance.
Select the membership, then select Edit Balance.
- For Services/Classes/Add-Ons, update the number of Visit Remaining.
- For Products, select the tab, then update the Quantity Remaining.
Select Save.

Refund or Cancel a Membership

Refunding a membership will return the full sale amount to the customer, regardless of any visits or discounts already used. You'll also have the option to cancel the membership so that the customer can no longer use it. Cancelled memberships cannot be reactivated and must be repurchased if the customer wants to be a member again.

On a Phone

To refund or cancel a membership:

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 membership 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.
Optionally, select Cancel Membership. If you do not cancel the membership, customers can still redeem or receive a discount on their leftover visits.
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.
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 or cancel a membership:

Go to Customers and select a customer.
Select the Memberships tab.
Select the Action menu for the membership to be refunded, then Refund Membership.
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.
Optionally, select Cancel Membership. If you do not cancel the membership, customers can still redeem or receive a discount on their leftover visits.
Optionally, split a refund between two payment methods, such as cash and a gift card, then select Confirm.
Enter the Reason for Refund, select whether to Email Receipt or Print Receipt, then select Refund.