Refunds
Process refunds and handle payment disputes.
5-10 business days
Manager or Owner
Original fees not refunded
Sometimes you need to refund a member's payment. Ippon System makes it easy to issue full or partial refunds through Stripe or Square.
Issuing a Refund
Find the payment
Go to the member's profile and find the payment in their payment history. Or go to Payments and search for the transaction.
Click 'Refund'
Click the refund button (or menu option) next to the payment you want to refund.
Enter refund amount
Choose full refund or enter a partial amount. Add a reason for your records.
Confirm refund
Review the details and click "Process Refund". The refund is sent immediately to the payment provider.
Member receives refund
The member receives the refund to their original payment method within 5-10 business days. They also receive an email confirmation.
Refund Types
Full Refund
Returns the entire payment amount to the member. Use for cancelled memberships or event no-shows.
Partial Refund
Returns part of the payment. Useful for prorated refunds when members cancel mid-cycle or for price adjustments.
Refund Fees and Costs
Important
When you refund a payment, the original processing fees are not returned to you. For example, if you received $100 and paid $3.20 in fees, refunding $100 still costs you the $3.20 in fees.
| Provider | Original Fee Refunded? | Additional Cost |
|---|---|---|
| Stripe | No | None |
| Square | No | None |
Handling Disputes & Chargebacks
A chargeback occurs when a member disputes a charge with their bank instead of contacting you directly. Chargebacks have fees and can affect your account standing.
Chargeback Received
When a chargeback is filed, you'll receive a notification. The disputed amount is temporarily held. You have limited time to respond with evidence.
Responding
Gather evidence: membership agreement, attendance records, email correspondence. Submit through your payment provider's dispute portal.
Prevention
Clear billing descriptors, easy-to-find refund policies, and responsive customer service prevent most chargebacks. Always refund promptly when appropriate.
Refund Policy Tips
Be Clear
State your refund policy clearly during signup. Include it in your terms and on confirmation emails.
Be Fair
Consider prorated refunds for mid-month cancellations. Happy members are more likely to return or refer others.
Be Prompt
Process refunds quickly when appropriate. Delays frustrate members and increase chargeback risk.
Document
Always record the reason for refunds. This helps with disputes and provides data for improving your policies.