Important: It is important to cancel the membership FIRST as well as refund the payment SECOND. If you do not cancel the membership, the membership will show as active and Overdue. If a membership is Overdue, the system will attempt to collect a payment against the members stored card or prompt the member for payment in the member portal.
Memberships
To refund a card payment taken for an incorrect membership, navigate to the members profile, select the Memberships tab and then click Edit next to the Membership plan you'd like to cancel & refund.
Click on the Options tab and then click on Cancel Membership.
Step two - Refunding the Membership payment
Now that the membership has been cancelled, you will need to refund any associated payments. Otherwise, these will continue to show up in your reporting. Note that the payment processor retains the original transaction fee, so the refunded amount will not include this fee.
To do this, first click on the Purchases tab & scroll down to Till transactions
Locate the correct dated transaction & click on the Blue edit button
Then click on the Refund sale button
If you see this message "Your current balance is insufficient to process this refund at this time. Please wait until your balance increases". When processing a refund for a card payment, the payment processor retains the original transaction fee from your account. This means that while the member receives the full amount of their payment back, the fee charged during the original transaction is not refunded to you. As a result, these retained fees remain deducted from your account balance.
Please check your Clubmate Pay Available Balance is enough to cover the required refund. Reporting - Accounting - Card payment portal If you process multiple refunds, the cumulative effect of these retained fees can lead to a negative balance in your account. For example, if your account does not have sufficient funds to cover the retained fees, the balance may appear as negative.
If you do not have the funds available & not able to wait? Please arrange a BACS to the member
To avoid or manage a negative balance:
1. Monitor your account balance regularly: Keep track of your account balance, especially when processing multiple refunds.
2. Account for transaction fees: Be aware that transaction fees are not refunded and plan your finances accordingly.
3. Add funds if necessary: If your balance becomes negative, deposit additional funds to bring it back to a positive amount.
If the funds are available to cover the refund, then re-confirm (once you are 100% happy you are refunding the correct payment!)
The pop up will now display confirmation that the transaction has been refunded. You can now click out of the pop up screen.
