Refunds

Member transactions are recorded on the Activities tab of the member record.

It is possible to refund certain card payments by clicking the refund button next to the transaction.  This is a financial transaction reversal, and it is your responsibility to determine if other steps (such as membership cancellation, etc.) need to be taken.  GymOS cannot make these decisions on your behalf.

Direct Debit refunds are not available via GymOS.  This functionality is not available for direct debit payments.  This is due to the complex DD payment cycle and the associated risks of a payment reversal.

The small print
Stripe, like all merchant service providers, has small print clauses.  If your ratio of payments to refunds is too high (and the bar is low), then you will be penalised with delayed payouts and potentially greater fees.  VISA, Mastercard and AMEX levy these charges and ratios, and the merchant is obligated to pass them on.

Recommendation
We recommend that facilities refund transactions via direct bank transfer, rather than using Stripe or GoCardless.  This method ensures that your obligation to the member is met, without jeopardising your chargeback ratio with Stripe or GoCardless.

Don’t let the tank run dry…

Stripe and GoCardless payout on a schedule designed to accommodate any payment objections. By default, these are always handled in favour of the payer.

Suppose you withdraw money from your account earlier than the recommended payout schedule. In that case, if a payment objection is submitted, Stripe or GoCardless will charge your bank account to retrieve the money they need to honour your and their legal obligations. You will also be charged a fee for a chargeback, and your merchant score may be penalised.