To refund a customer's purchase or penalty fees, go to the customer's account > Purchases on the left side of their profile.
You can only process refunds to the original payment method or to a customer’s account balance. You can't transfer refunds directly from an account balance back to a credit card.
Select the ellipsis (...) next to the order you want to refund > Issue Refund.
You can refund an entire order or individual items. The Refund Total will update as you select items to refund.
If necessary, add a note about the return in the Note" section. Select whether you'd like to refund the amount to the customer's account balance or their original purchase method.
Click Refund Order to complete the refund.
Partial Refunds
Partial refunds are currently in Early Access and will be available to all soon.
To issue a partial refund, update the Refund Amount. You may enter any value between 0.01 and the original sale price of the item.
For limited-usage memberships and credit packages, it will generate a recommended prorate based on remaining usage. For unlimited memberships, it will recommend a prorate based on days left in the interval.
FAQs
Can you do another refund on a partially refunded item?
No. You can refund an item only once.
How do taxes and other surcharges work?
The same tax percentage will apply to the refund amount. For example:
An item is sold for $50 and has 10% tax applied (for a total of $55)
The studio refunds this item and only refunds $40 (the tax amount would be $4).
The customer is refunded $44.
Purchase History and Receipt
The customer's purchase history will be updated in their profile with the total that was refunded under the original purchase amount.
The customer is automatically sent an email with the updated receipt. The receipt will also be updated to reflect the refund.
To view the receipt, click the ellipsis (...) next to the order; the refund will appear at the bottom.
Unable to Refund
While most orders can be refunded in Mariana Tek, there are some situations where the refund option will not be available:
Purchases that have already been settled by the bank (this typically occurs around 90 days after the transaction through Stripe)
If a customer requests a refund for a purchase made beyond the day limit set by your payment processor, you can refund the transaction to their account balance.
Cash or credit package gift cards that have already been redeemed
Gift cards that have not been redeemed can be refunded
Users without permission to process refunds
If an order is not eligible for a refund, the refund option will not appear on the order.
Important Notes:
You can't use account balance to purchase gift cards, and you can't modify or reverse it.
Revenue refunded to the account balance will be treated as deferred, not recognized revenue.
If you refund a discounted order, the discount usage limit will not reset. i.e., if a discount code can be used only once per customer, the customer will be unable to use the code again after the refund.
Refund membership payments only if the membership is active, not canceled/terminated.