Important: It is important to cancel the membership FIRST, then refund the payment SECOND.
Refunds are always issued in full; partial refunds are not supported.
If you do not FIRST 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.
This is the same process for cash, cheque and card refunds.
These issues often arise when memberships are not properly cancelled before refunds are processed or when new plans are purchased without cancelling existing memberships. Additional issues include unverified Clubmate Pay accounts, which prevent refunds until a business bank account is added and verified, and the inability to process duplicate refunds for the same transaction.
Step one - Cancelling the Membership
Click on the Memberships tab and then the Edit button on the relevant membership.
This will open up the Membership Summary. Now click on the Options tab and then the Cancel Membership button.
You can choose to cancel the Membership immediately or you can set it to cancel on a specific date in the future.
Thats it. The membership plan will now show as cancelled, Now you will need to refund the payment next in step 2
If you accidentally cancelled the membership in error, you can reinstate it by clicking back on the Options tab and then click Reinstate
Cancelled memberships may appear as struck-through in the system, providing a visual indicator that they have been terminated or superseded.
Overview of Membership Refund Policies
Refunds are always issued in full; partial refunds are not supported.
Membership cancellations must be completed before issuing a refund.
Refunds cannot be processed if the Clubmate Pay account is unverified.
Duplicate refunds for the same transaction can not be done & a BACS/check will need to be arranged.
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.
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".
Please check your Clubmate Pay Available Balance is enough to cover the required refund. Reporting - Accounting - Clubmate Pay If your Clubmate Pay account is unverified, refunds cannot be processed. Add and verify your business bank account to enable refunds.
If you do not have the funds available & not able to wait? Please arrange a BACS or check to the member.
To prevent insufficient funds issues in the future, consider adjusting your payout schedule (e.g., weekly or monthly) to ensure funds remain available in your Clubmate Pay balance for refunds.
If the funds are available to cover the refund, You'll see 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.
Also see:
Cancelling a membership paid by Card