How to refund a client's purchase

This article shows owners and admins how to refund any client payment: a pack (bundle), a single session, a membership's first payment or a monthly renewal. It also shows how to stop a membership. You do all of it in Levflex, under Payments → Client payments. You don't need to open Stripe. A refund also removes a matching share of the session credits that payment added. Your gym is the merchant of record, so refunds are your decision and come from your Stripe balance.

Refunding and stopping are two different things#

• Refunding gives back money for a payment that already happened. It doesn't stop the next one.
• Stopping a membership ends future monthly charges. It doesn't give any money back.

A client who is leaving and wants this month back usually needs both: stop the membership, then refund the payment.

Before you begin#

• Sign in as the owner or an admin. Trainers can't issue refunds.
• Find the payment: the client's name, what they bought and when.
• Decide on a full or partial refund.

At a glance#

Refund a pack or single session#

1. Go to Payments → Client payments.
2. Find the purchase. Each row shows the client, what they bought, the date and the amount.
3. Enter the amount to refund in the box next to Refund. Leave it blank to refund everything that's left.
4. Select Refund. You'll see Refund issued.

Refund a membership payment or renewal#

1. Go to Payments → Client payments.
2. Find the membership and select Refund a payment. The Membership payments page lists the first payment and every renewal, with the date, the amount paid, anything already refunded and a status: paid, partially refunded, refunded or disputed.
3. Find the payment you want to refund, marked First payment or Renewal.
4. Enter an amount in its box, or leave it blank to refund everything that's left of that payment.
5. Select Refund. You'll see Refund issued, and the payment's status changes.

Stop a membership#

1. Go to Payments → Client payments, find the membership and select Refund a payment.
2. Scroll to Stop this membership.
3. Choose when it ends:
   • End on the renewal date (recommended). The client keeps what they've paid for, and nothing more is charged.
   • End today. It stops at once. Unused credits stay on the client's account.
4. You'll see a confirmation. If you change your mind before the end date, select Keep this membership.

If the client signed a contract for this membership, the page links to the contract instead. Use End contract there, so any buyout terms in the contract apply.

What happens to credits#

Common mistakes#

Expecting a refund to cancel the membership#

A refund returns money for a payment that already happened. The membership keeps renewing until you stop it with Stop this membership. If the client is leaving, stop the membership first, then refund.

Refunding the wrong month#

Each renewal is its own payment on the Membership payments page. Check the date before you select Refund.

Refunding instead of giving a credit back#

If a client missed a session because of you, give a free session from their profile with Adjust (+/−) instead of refunding cash.

Refunding more than once for a dispute#

If the client also disputed the charge with their bank, don't refund as well. The dispute already returns the money. Disputed payments show as disputed and have no Refund box. Respond to the dispute in your Stripe dashboard.

Troubleshooting#

• Does it say Refund amount must be positive and no more than the remaining balance?
  • Yes
    Enter an amount above $0 and no more than what's left of that payment after earlier refunds.
  • No
    Continue.
• Does it say Stripe didn't accept that refund just now?
  • Yes
    Wait a minute and try again. If it keeps happening, check the payment in your Stripe dashboard, for example for a dispute.
  • No
    Continue.
• Is a membership payment missing from the Membership payments page?
  • Yes
    Only paid payments are listed. A failed or still-processing renewal has nothing to refund yet.
  • No
    Contact support from levflex.com/help.

Refunds made in your Stripe dashboard also show up here and remove credits the same way. The client sees the money back on their card within 5–10 business days.