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 in their customer profile. Refund a package or package visits if the customer isn't satisfied with the purchase or their visit. Customer satisfaction is important for running your business. If your customer isn't quite satisfied with their package or wants to refund a visit, you can easily refund them from the web or Vagaro Pro app. Want to learn about the basics of refunding customers? See here.
Before you refund a purchase, keep in mind the following:
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You can't undo a refund once processed.
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You can't refund credit/debit transactions 120 days (four months) after the purchase date.
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You can't refund to a different card.
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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.
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Vagaro currently can't refund Interac transactions.
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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.
You can refund a package directly from a customer's profile, and while refunding, you can deactivate their package as well.
To refund a package:
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Go to Customers and select the customer's profile.
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Scroll to the bottom of the screen, then select Refund to open the customer's transaction history.
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Use the Search box to find the package to be refunded, select it, and then select Refund.
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Select Refund under the item.
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Enter the full or partial Refund Amount and the Tip amount to refund, if applicable, then select Next.
Note
If the package was used previously, you can choose to partially redeem the package or refund the Full Price.
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Select Next.
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Optionally, split a refund between two payment methods, such as cash and a gift card, and then select Submit.
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Review the Refund Summary, then select Refund.
Note
Your refund summary will update with the amount you entered.
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Enter a reason for the refund, select whether to Print Receipt or Email Receipt, then select Continue.
If you selected Print Receipt, you'll be able to print a copy.
To refund a package:
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Go to Customers and select the customer's profile.
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Select the Package tab.
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For the package to be refunded, select the Action
menu, then Refund Package. This will bring you to the refund screen.
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Select the customer's preferred refund method. Unavailable methods are grayed out.
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Enter the full or partial Refund Amount. Optionally, if a tip was included, you can enter the Tip refund.
Note
If the package was used previously, you can choose to partially redeem the package or refund the Full Price.
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Select Next or Confirm.
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Optionally, split the refund between two payment methods, such as cash and a gift card, and then select Confirm.
Note
The refund method fields will update with the amount you entered.
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Enter the Reason for Refund, select whether to Email Receipt or Print Receipt, then select Refund.
If a customer wants to refund their package visit, not the package, they can do so from the customer's profile.
Important
You can't refund a package visit using the Vagaro Pro app on the phone.
To refund a package visit:
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Go to → .
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Select the Transaction Date and Customer you want to refund, then select Run Report.
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Select the Pkg header to sort by package visit purchases.
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Hover over the transaction and select Refund.
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Select the box under PACKAGE REFUND to open the Refund Summary popup.
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Select Confirm.
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Enter the Reason for Refund, select whether to Email Receipt or Print Receipt, then select Refund.
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