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Overview
When a client reports a charge they don’t recognize, it’s important to confirm whether the transaction was valid and where it occurred. This guide helps you trace the origin of a charge using Core and payment gateway tools, and outlines steps for resolution.
Prerequisites
- Admin access to the client’s Core profile
- Client-provided charge details (date, amount, payment method)
- Access to your payment gateway account (e.g., Stripe, Ezypay)
Step 1: Check the Client’s Payment History
- Go to the client’s profile in Core
- Navigate to the Payments tab
- Look for a transaction that matches the charge date and amount
Tip: If you don’t find a matching entry, continue to the next step to check for other possible accounts.
Step 2: Check for a Duplicate Client Account
- Use the search function in Core to look up:
- Email address
- Phone number
- Full name or name variants
- Review any similar accounts to see if the charge appears under another profile
Tip: It’s not uncommon for clients to create multiple accounts by mistake, especially with different email addresses.
Step 3: Investigate Session-Related Charges
If the charge appears to be tied to a drop-in, membership visit, or single payment:
- Ask the client if they attended a session or if someone else might have used their membership
- If the client confirms they did not attend, and there’s a chance the membership was used by another person, proceed to the next step
Tip: For cases involving suspected misuse, support may be able to assist further.
Step 4: Check the Payment Gateway
- Log into your payment gateway dashboard
- Search for the transaction using the client’s:
- Name
- Card details (e.g., last 4 digits)
- Check whether the transaction was processed under your studio or another Hapana location
Tip: Clients may make purchases across studios; confirming the studio is key to resolving these inquiries.
Step 5: Escalate to Support if Necessary
If you're still unable to identify the charge:
- Collect the client’s supporting information:
- Receipt or bank record
- Date and amount of charge
- Card details (last 4 digits)
- Contact [email protected] for further assistance
- Provide all relevant screenshots or search results to help expedite the investigation
Expected Outcome
By following these steps, you’ll be able to determine whether the charge is valid and belongs to:
- The correct client account
- Another client account
- Another Hapana studio
If the charge is confirmed to be duplicate or erroneous, you can issue a refund via Core or coordinate with the payment gateway.
FAQs
Q: What if the charge isn’t in Core but the client has proof of it?
A: It may belong to a duplicate account or another studio. Check both the gateway and client profiles thoroughly.
Q: What if the client claims they didn’t use the membership that day?
A: Ask if someone else may have used their account. If not, reach out to support to investigate further.
Q: Can I refund a transaction that doesn’t appear in Core?
A: No. If it was processed by another location or doesn't show in Core, the payment gateway must assist in issuing a refund.
Need help? Reach out to our support team via [email protected]
