💸 How to issue a refund
To make a refund, head to Customers List ➜ find and click the desired Customer ➜ Payments tab.
Here you will see a list of all their past transactions and a refund button next to each confirmed payment.
Locate the transaction you wish to refund, and click 'Refund'.
💳 Selecting the Refund Type
On the next page, you will be able to choose between the following refund types:
The original payment processor or offline/cash when not supported.
Click here to learn more
Click here to learn more
This will refund the payment to the original payment processor the customer used to make the payment to you, however if they paid using "Cash", then you will need to refund the payment to the customer manually.
Apply as an account credit to be used toward a future purchase.
Click here to learn more
Click here to learn more
If you don't issue a refund directly to the payment processor, you can instead add the refund as account credit on the customer's profile. TeamUp lets you apply this credit manually when the customer makes their next purchase, or automatically against their next membership billing if they're on a recurring plan.
⚠️ Credit refunds remain on the customers profile and are not returned to the customers payment processor.
💡 If the payment you're refunding was for an membership payment which also included a Joining Fee, you'll be able to select which payments you'd like to refund by ticking them.
⚠️ Please note that cash refunds will need to be confirmed manually once received in order to be reflected in your revenue reports. After creating a cash refund, head to To-dos ➜ Offline refunds to confirm it.
💵 Reasons refunds may be unavailable
Sometimes you may try to refund a payment but don't see the option to do so, or the refund just fails to go through. This doesn't mean something has gone wrong, and there are a few common reasons why refunds might be unavailable.
This guide explains why and what to do in each case.
The Payment is still Pending
If a payment is still being processed by the payment processor, you won't yet see the option to issue a refund.
Click here to find out more about pending payments
Click here to find out more about pending payments
If a payment is still being processed by the payment processor (e.g. Stripe or GoCardless) then the payment won't be able to be refunded.
Once the payment has cleared and its status updates to Completed, the refund button will appear. If the payment remains pending for longer than expected, you may need to contact the payment provider or reach out to our support team for help.
GoCardless Safe Refunds
If your customer paid via GoCardless, the Safe Refunds feature may sometimes block or delay refunds.
Click here to find out more about Safe Refunds
Click here to find out more about Safe Refunds
GoCardless recommends that payments are not refunded within 7 days of being charged, this gives added protection against refunding unsettled payments. This means that any payment collected from your customers cannot be refunded until 7 days after the payment was charged, allowing sufficient time for the payment to settle into your account, prior to the refund request.
This system is designed to prevent fraud or to comply with mandate rules, which means you might not be able to issue a refund immediately.
You can read more about how Safe Refunds work and the steps to take here.
💡You can get in touch with GoCardless support and ask them to turn off safe refunds for you, which will allow you to refund payments immediately.
Refund limit reached
You may have reached the limit of daily refunds that can be issued directly through TeamUp.
Click here to find out more about daily refund limits
Click here to find out more about daily refund limits
To protect your account from misuse, TeamUp applies a daily limit to the number of refunds that can be issued through your account. If you've already reached this limit, you won't be able to issue further refunds until the next day, or until the limit is increased.
If you'd like to increase this limit, simply contact our support team and we'll review your account and lift the limit where appropriate.
When you reach out, please provide:
The customer name
The payment amount
The date of payment
Any error messages you're seeing
This will help us resolve your issue more quickly.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
A customer has been charged multiple times or has duplicate charges. How do I resolve this?
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Click the arrow to see the answer
If a customer has been charged more than once for the same purchase, start by navigating to the customer's profile and checking their Payments tab. This will show you all recorded payments, including the dates and amounts. Look for duplicate entries that match the same date and amount.
If you find duplicate payments, you can refund the extra charges using the refund process described in this guide. Click Refund next to each duplicate payment and choose whether to refund back to the original payment processor or apply as account credit.
If the duplicate charges are also showing in your payment processor's dashboard (Stripe or GoCardless) but only one payment appears in the customer's profile in your dashboard, this may indicate a sync issue. In that case, contact our support team through the chat widget on your dashboard with the customer's name, the duplicate charge amounts and dates, and the charge IDs from your payment processor if available. The team can investigate and reconcile the payments.
Can I refund only part of a payment?
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Click the arrow to see the answer
When you click Refund on a payment, the refund is for the full amount of that specific transaction. If the payment included separate components (such as a membership payment and a joining fee), you may be able to select which components to refund. For partial amount adjustments outside of these options, contact our support team for assistance.
How long does a refund take to reach the customer?
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Click the arrow to see the answer
For Stripe refunds, the refund is typically processed within a few business days, though it may take longer to appear on the customer's bank statement depending on their bank. For GoCardless refunds, the process may take longer due to the nature of Direct Debit processing. If GoCardless Safe Refunds is enabled, there is an additional waiting period before the refund can be initiated.
A customer was charged after their membership was cancelled. Can I refund this?
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Click the arrow to see the answer
Yes. If a customer was charged for a billing period after their membership should have ended, you can issue a refund from the customer's Payments tab using the steps described in this guide. This can happen when a membership is cancelled close to a billing date and the payment was already scheduled or initiated before the cancellation took effect.
For more detail on why this may occur, see the guide on what happens when a payment fails here.