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How to make refunds

In this guide we outline the process of issuing a refund, and why some times refunds might be unavailable

Angel Horowitz avatar
Written by Angel Horowitz
Updated over a week ago

💸 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


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

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.

💡 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


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


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

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.


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