> For the complete documentation index, see [llms.txt](https://help.peoplevine.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.peoplevine.com/products/control-panel-overview/refunds-adjustments-overview/process-refund.md).

# How to Process a Refund

### Before you begin (Prerequisites)

* **Permissions**: Administrator, Supervisor, Support, or Waitstaff. See: [How to Manage Users and Permissions](/products/control-panel-overview/admin-overview/manage-roles-permissions.md).

### Instructions

1. Navigate to [**SELL > View Transactions**](https://control.peoplevine.com/transactions).

> **Note (Pro Dash):** Navigate to **SELL > Transactions > View Transactions**.

2. Find the transaction and click the **View** icon to open the transaction detail.
3. Under **Issue a Refund**, enable the **Refund this transaction** toggle.
4. Adjust the **Refund Amount** if issuing a partial refund (pre-filled with the full charged amount).
5. Enter a **Reason for Refund**.
6. Under **How would you like to process the refund?**, select the refund method:
   * **Automatically Refund Original Payment** — returns funds to the original payment method (on by default).
   * **Automatically Issue a House Credit to Account** — adds a credit to the member's account instead.
   * **Manually Via Check or Other** — for cash, check, gift card, or other manual methods.
7. Click **CONTINUE**.

> **Note**: Payment processors have their own refund time limits. For older transactions where the automatic refund fails, disable the **Automatically Refund Original Payment** toggle and process the refund manually through your payment processor dashboard.

#### Void vs. Refund

|             | Void                                                                           | Refund                                                              |
| ----------- | ------------------------------------------------------------------------------ | ------------------------------------------------------------------- |
| **Timing**  | Same day as the original transaction (before batch settlement)                 | After settlement                                                    |
| **Result**  | Transaction is reversed entirely — no charge appears on the member's statement | A separate credit transaction is created and linked to the original |
| **Status**  | Original transaction status changes to **Voided**                              | Original stays **Processed**; new transaction is **Refunded**       |
| **How**     | Click **VOID** on the invoice detail → confirm with **YES, VOID TRANSACTION**  | Enable **Refund this transaction** toggle → CONTINUE                |
| **Warning** | Cannot be undone. Triggers associated notifications and campaigns.             | Can be partial.                                                     |

> **Note**: Use **Void** when the original charge has not yet settled (typically same business day). Use **Refund** after settlement.

#### Downstream Effects of a Refund

* The member's **subscription and membership card status are not automatically changed** by a refund. If dues were refunded, you may need to manually update the subscription status or billing date.
* **House account credits** are not automatically restored if a house account charge is refunded — adjust manually if needed.
* **Integration sync**: Refunds processed in Peoplevine are not automatically pushed to integrated POS systems (Toast, Micros). For QuickBooks, Peoplevine makes a best-effort sync — but if the books are closed for that period, the refund will need to be entered manually in QuickBooks.

#### Refund Timing by Payment Processor

| Processor                           | Refund Window                                   | What Happens Outside the Window                                                                                            |
| ----------------------------------- | ----------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------- |
| **Stripe** (credit card)            | Within approximately 30 days of original charge | Automatic refund fails — uncheck "Automatically Refund Original Payment" and process manually through the Stripe dashboard |
| **GoCardless** (ACH / Direct Debit) | Between payment confirmation and payout only    | Automatic refund fails — you will receive an error. Process the refund directly in the GoCardless dashboard                |

> **Note**: GoCardless has a narrower refund window than Stripe. Once the GoCardless payout has been sent to your bank, automatic refunds through Peoplevine are no longer possible.

#### Refunds Across Integrations

If a transaction originated from an integrated platform (e.g., a POS charge from Toast):

1. Process the refund in Peoplevine first.
2. Then process the corresponding refund in the originating system.
3. Verify both systems show the refund to avoid reconciliation discrepancies.

> **Note**: Peoplevine does not automatically sync refunds to or from integrated POS platforms. Always process refunds in both systems.

#### Handling a Duplicate Payment

If a member has been charged twice for the same transaction:

1. Navigate to [**SELL > View Transactions**](https://control.peoplevine.com/transactions) and find the duplicate.
2. Mark the duplicate transaction as **Declined** (do not refund — this avoids creating unnecessary refund records).
3. If the duplicate generated an open invoice, **Void** the invoice.
4. Add a **Staff Note** on the member's CRM profile documenting the duplicate and the action taken.

> **Important**: Do not process a refund on a duplicate payment unless funds were actually captured twice. If the duplicate shows as Processing or Authorized (not yet settled), mark it as Declined instead. Only refund if both charges have fully settled.

### What Happens Next

* **On the billing side**: A refund transaction is created and linked to the original for a clear audit trail. Fund return timing depends on your payment processor and card network.
* **Next step**: As an alternative to a cash refund, consider issuing house credit instead. See: [How to Add House Credit](/products/control-panel-overview/charging-payments-overview/add-house-credit.md).

*Last updated: 2026-05-24*


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