How do I refund someone, and how do I read the Unpaid figures?

Giving money back, the difference between Unpaid and outstanding balance, and deleting a payment line.

The short answer

Giving money back, the difference between Unpaid and outstanding balance, and deleting a payment line.

Payments › the row menu (three dots) on a paid line › Refund

On this page4

Recording a refund Unpaid and outstanding balance are two different numbers Exporting for your accountant Deleting a payment line

Recording a refund

Path: Payments › the row menu (three dots) on a paid line › Refund. Or open the payment form and switch the toggle at the top from Payment to Refund.

A refund is saved as completed straight away. In the history it shows in red with a minus sign and a Refund tag.

If you attach the refund to a plan, the amount recorded as settled on that plan goes back down, so the member owes again. Class credits are not given back, because a sum of money does not always map to a number of classes. Adjust the classes by hand if you need to.

A refund lowers the Revenue this month tile, but the revenue chart and the By method breakdown on the same page ADD it as income instead of subtracting it. When you reconcile, use the CSV export, which writes refunds as negative amounts.

Unpaid and outstanding balance are two different numbers

Unpaid counts payment lines marked Overdue. Outstanding balance is what is left on a member's plans, that is the plan price minus what has been recorded against it.

A member who has an overdue line is deliberately taken out of the balance count, so the same person is never counted twice. Add the two numbers and you get the real number of people who owe you something.

Members up to date only looks at overdue lines, and it divides by every member on file, archived ones included. Archiving old members raises that percentage without anybody paying anything. A member with a plan half paid and no overdue line also counts as up to date.

Exporting for your accountant

Path: Payments › Export.

The window asks for a date range and lets you pick the columns. Refunds are written as negative amounts, which is what makes the file add up.

Deleting a payment line

Path: Payments › the row menu (three dots) on the line › Delete.

There is no confirmation step and no trash to recover it from. The line is gone.

Deleting does not undo what the line did to the plan. If that payment closed a member's balance, the balance stays closed after the deletion, and you have to fix it by hand.

Only staff with the Delete records permission see this. Recording a payment is a different permission, so front desk staff can take money without being able to erase it.

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Keep reading

How do I record a payment, and why does an unpaid member not show up?How money gets into the software, what each status does to your figures, and why nothing turns overdue on its own.How is each number in Reports calculated?Revenue, attendance, new members and retention over a period you choose, plus why these figures differ from the dashboard.How do I give a member a plan and follow what they owe?Adding a membership is what creates the amount they owe you. Renewing, freezing and cancelling do not do what their names suggest.