{[{name}]}

{[{description}]}

How do I process a refund or exchange?

If you need to process a refund or exchange for a product, service or voucher you’ve sold, you’ll need to refund the original sale and raise a new invoice. 

Invoices cannot be edited once raised but they can be refunded or exchanged. Fresha will keep track of the original invoice and sale, and create a new negative invoice to process the refund or exchange. This ensures your historical sales are static and a new invoice is issued for your client's reference. 

NOTE: Invoice dates and Payment dates cannot be backdated or edited as Fresha tracks all sales and reports in real-time.

Process a refund

  1. Go to Sales sales.png and select Invoices.
  2. Use the search bar to search by invoice or client, or the filter filter.png options to refine your search.
  3. Use the dropdown under Invoices to choose which date range you’d like to view.
  4. Click on the invoice you’re looking to refund and select More options.
  5. Select Refund
  6. Click on Refund to create a negative sale and select the relevant payment method.

Refunding includes a payment transaction which means a payment processing fee applies.

PRO TIP: To process a partial refund, follow the same steps outlined above but edit the negative sale amount to the amount you'd like to refund and select the relevant payment method.

Process an exchange

  1. Go to Sales sales.png and select Invoices.
  2. Use the search bar to search by invoice or client, or the filter filter.png options to refine your search.
  3. Use the dropdown under Invoices to choose which date range you’d like to view.
  4. Click on the invoice you’re looking to refund and select More options.
  5. Select Refund
  6. Go to Add item to sale to create an exchange and choose the product, service or voucher you’d like to exchange it with.
  7. Click on Refund to create a negative sale or charge the client the outstanding amount by selecting the relevant payment method.

All invoices, including completed, unpaid, part-paid, and refunded can be tracked by going to Sales and selecting Invoices.

NOTE: If a client has paid using our payment processing solution, choose Refund to card as the payment method you’d like to process the refund to. The funds should be back in the client's account within 1-2 working days.

PRO TIP: If you are refunding the client for a product, the product will be returned to your inventory after the negative invoice has been raised.

Was this article helpful?

Can’t find your answer?

Get in touch and we’ll get back to you as soon as we can.

Contact us