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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 and select Sales history.
  2. Use the search bar to search by invoice or client, and then 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 and select Refund.
  5. Click on Continue to refund to process a refund for the entire sale. To process a partial refund for specific items on the invoice, click on the items you would like to keep and select Remove item.
  6. Select the relevant payment method/s and Save and refund.

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

Process a partial refund

  1. Go to Sales and select Sales history.
  2. Use the search bar to search by invoice or client, and then 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 and select Refund.
  5. Click on the item you would like to process a partial refund for and Remove item.
  6. Add the same item to your cart.
  7. Click on the item and adjust the price.
  8. Save to confirm.
  9. Select the relevant payment method/s and Save and refund.

Process an exchange

  1. Go to Sales and select Sales history.
  2. Use the search bar to search by invoice or client, and then 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. Choose the product, service, membership, or voucher you’d like to exchange it with.
  7. Click on Continue to refund to confirm. 
  8. If the value of the item is less than the original, select the relevant payment method/s and Save and refundIf the value of the item is more than the original, select the relevant payment method/s and Save and pay

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

NOTE: If a client has paid using our payment processing solution, the funds should be back in their 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.

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