Overview

Need to refund a client for a membership or payment? You can issue a refund directly from the client’s membership page in CORE. This guide walks you through how to refund to the original payment method and explains why it’s important to avoid manual options like cash or credits unless absolutely necessary.

 

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Prerequisites

Before you begin:

• You must have admin or billing access to client accounts
• Know which payment method the client originally used
• Refund policies should be reviewed internally before processing

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Step-by-step instructions

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Step 1: Open the client’s membership

1. Go to the Clients section
2. Search for and select the client (e.g., “Alice Russell”)
3. Scroll down to the Memberships section
4. Click the eye icon 👁️ next to the Active membership

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Step 2: Find the payment to refund

1. Scroll to the Payment History section
2. Find the transaction you want to refund
3. Click the Refund button next to the relevant payment

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Step 3: Choose refund amount and method

1. Enter the refund amount (full or partial, depending on your gateway)
2. Choose the original payment method (e.g., credit card or bank)
3. Click Refund

⚠️ Important: Always refund to the original method used by the client. Do not select:

• Cash
• Account credits
• EFTPOS unless the client specifically requests it and you manually complete the refund outside of CORE.

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Step 4: Confirm the refund

• The refund will process through your payment gateway
• A confirmation will appear at the top of the screen
• The refunded amount will be reflected in the client’s payment history

✅ Most refunds are processed instantly, but timing may vary depending on your payment provider.

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Expected outcome

Based on your selection, the client will receive a full or partial refund. The refunded transaction will show in the client’s payment log, and the billing record will update accordingly.

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FAQs

Q: Can I refund to a different payment method?

A: No — CORE only allows refunds to the original method. Use a manual process outside the system (e.g., cash, EFTPOS), but log this carefully.

Q: Do all gateways support partial refunds?

A: Not all — some gateways only allow full refunds. If you’re unsure, check with Hapana Support or your payment provider.

Q: Will the refund appear on the client’s statement right away?

A: Timing depends on the payment processor — most appear within 3–5 business days.

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Still need help?

Reach out to our support team via [email protected]