A payment transaction is the transfer of funds from a client to a partner via a single payment method in a sale. Every payment transaction made by a client can be refunded, for example, if it was made by mistake or the wrong payment method was selected. The funds will be returned to the same payment method(s) the client paid with.

Transaction refund affects payments only. For information on returning or exchanging sold items, click here.

How do I trigger a transaction refund?

1. Navigate to the Sales section of your Fresha account.
2. Go to Payment transactions and filter options to refine your search to find the transaction you wish to refund. Please note that if two payment methods are used in one sale, two transactions will be listed.
3. Either click on the three dots next to the selected transaction in the log and select Refund transaction. Or, on your selected invoice, click on the white Actions buttons and select Refund payment.
4. If more than one payment method has been used, you will need to select which payment method to refund, how much to refund and a reason (if applicable) and then click Issue refund. Refunds for card payments will be issued back to the card originally used by the client.

What happens next?

1. If the original payment was made using Fresha’s card payment processing, we trigger a request to Adyen (our payment service provider), who then sends the money back to the client. Refunding for offline payment methods (such as cash or third-party card payments) happens instantly, as it’s only recording a change in our system. 
2. The invoice status is changed to Unpaid (if the entire invoice has been refunded) or Part-paid (if part of the payment has been refunded). 
3. If required, the invoice can then be checked out and paid using a different card or payment method to complete the sale.
4. Processing transaction refunds can take time. A message is displayed to show the refund has been triggered, but the refund transaction won’t be visible on the transaction log until processing is complete (usually a maximum of a few minutes).
5. The funds should be transferred back to the client’s account within 1-2 working days.

Are there any limits to transaction refunds?

There are some limitations to processing a transaction refund:

• Refunds of Fresha’s card payment processing are limited to the maximum of the amount originally paid with the given payment method (so if the client paid $100 with card A, we cannot refund more than $100 to card A).
• Each payment is treated as a separate transaction, even if the same payment method is used (the client paid $20 deposit with card A, then paid the remaining balance of $80 with the same card). Two separate transaction refunds will be required to refund the whole amount of $100 paid.
• Each payment method is treated as a separate transaction, even if for the same booking (ie. the client paid $20 deposit with card A, then paid the remaining balance of $80 with card B). Two separate transaction refunds will be required to refund the whole amount of $100 paid.