If you would like to learn how to issue and manage refunds for customers, click here.

The 'Amount' column in the Payments tab inside the Customer's account shows the actions that affect customer Account Balance only.

When clicking 'Issue refund' next to the payment to be refunded, the refund window has a ticked tickbox called 'Subtract this amount from (Customer Name)'s account balance'. If this is marked at the time of the refund, the refund is taken from the customer's Account Balance and the 'Amount' column has the refunded amount shown.

If the refund was issued without marking 'Subtract this amount from (Customer Name)'s account balance', the amount will still be refunded to the customer's original payment method, however it will not be subtracted from the Account Balance and the 'Amount' column would show '£0.00'.

This does not mean that the amount has not been refunded, it just means that the amount was not taken from the Account Balance within customer's account. This option is usually used when the sessions have not been cancelled but customer requested a refund for the attended sessions.

If you are removing a customer booking because they are unhappy or no longer attending, once you have removed the booking and are processing the refund, either full or partial, you will want to have this tickbox ticked. This will ensure that the value of the refund is deducted from the customer account balance.

If you are not removing a customer booking, but are providing a refund, either full or partial, as a gesture of good will, you will want to untick this tickbox so that the value of this refund does not affect the account balance.