Occasionally you may need to refund a member for a payment they’ve made online by credit or debit card. At the moment, it is not possible to issue this refund directly through Hello Club, but you can issue refunds onto the member’s card using the Stripe dashboard.
In this article we’ll show you how to do that and how to record a corresponding credit transaction in Hello Club
How to issue a credit card refund
To issue a credit card refund for a payment that was processed through Stripe:
Sign in to your Stripe dashboard
Head to Payments using the menu and locate the relevant payment
Click on the payment to view more details
Click on the Refund button in the top right of the screen
Specify the refund amount, reason and optional details about the refund
Click on Refund to confirm
Refunds will take 5–10 days to appear on a member’s statement. The payment processing fees for the original payment won't be returned, but there are no additional fees for the refund.
How to record a credit card refund in Hello Club
To ensure your financial records in Hello Club remain accurate, it is also recommend to create a corresponding refund transaction in Hello Club:
Head to Finance > Transactions and create a new transaction
Select the relevant member
Choose Refund money and specify what the refund was for
Select Credit card as the payment method
Press Save to create the credit transaction
The refund transaction and corresponding payment will be recorded against the member’s account and reconciled into Xero if you have that integration connected.
Frequently asked questions
How long will it take for a refund to appear on the member’s card?
This depends on Stripe, but is generally around 5–10 days.
Will payment processing fees also be refunded?
No, the payment processing fees for the original payment won't be returned, but there are no additional fees for the refund.
Will it be possible to do all of this through Hello Club at some stage?
Yes, we are planning to implement this refund functionality in Hello Club in the future. Please keep an eye out on our roadmap for updates.