Cancel a package and refund a client

Both tools live on the client's Billing & Contracts tab, under Payments. Only you can cancel or refund; clients can't do it themselves.

Cancel a package

1. Next to a paid package, press Cancel package.

2. Read the question. For a package paid in full by card it shows the refund for the sessions not yet used. Otherwise it says no money is refunded automatically.

3. Press Confirm cancel, or Back to leave it.

The refund is the price minus the sessions already used, each valued at the price divided by the number of sessions. A session counts as used when it's completed, or when it was a no-show or late cancellation you chose to charge. Anything you've already refunded on the package is taken off when the refund is made, even though the question doesn't show that.

Afterwards the package shows as cancelled. If money went back to the card, the client is emailed a credit note. If nothing was refunded, they get a short email saying the package was cancelled.

A package paid in person is never refunded automatically. Give the money back yourself, then record it with Refund… as below.

Refund some or all of a payment

1. Next to the package, press Refund….

2. The screen lists the payments, Refunds so far and how much can still be refunded. A payment whose receipt couldn't be created still counts, listed as "receipt not created yet", so a client is never kept waiting over a receipt.

3. Enter the Amount to refund and, if you like, a Reason (optional, only you see it).

4. Press the Refund button, which shows the amount.

For a card payment, the money goes back to the client's card through Stripe. For an in-person payment, the screen says "I've given this back myself (cash or transfer)": Coachstra records the refund, and handing over the money is up to you. Either way the client is emailed a credit note.

Refunding doesn't cancel the package. To end it, use Cancel package.

If a refund is interrupted, Coachstra says so. Check what actually happened before you try again (in Stripe, for a card payment), so the client isn't refunded twice.