Refunding a Membership

You are now able to refund memberships through Clubspark. Whether paid through GoCardless or Stripe you will be able to do this through Clubspark.

You are still able to record a refund that has been done out of the platform so you have record of this. 

Refunding a membership that has been paid via GoCardless or Stripe will be the same process as below:

Step 1: Go to your Membership module and select the membership package your member is in.

Step 2: Once you are in the Membership Package, click anyway along the row of the member to open up the membership record

Step 3: Scroll down to 'Transactions', you will see the 'Refund' icon on the right side of the payment.

Step 4: A pop up will appear on your screen showing the amount that will be refunded. Along with what 'Membership status' you would like to change this record to.

Before clicking Confirm you will need to click the tick box for the 'I confirm' confirmation message.

Please note: The amount can not be changed

Step 5: You will see a message pop up showing confirming the membership has been updated.

You will then see the refund show under 'Transactions' in the membership record: 

Refund Unsuccessful

If you have attempted a refund and it is not successful. It may state this in the pop up or it may not update in the system. The most common reason for this is because there is insufficient funds in the GoCardless or Stripe account. 

We are currently working with GoCardless and Stripe on improved wording to inform the admins of this. We require them to field this information back to our system. 

If this is the case - you will need to reach out to either GoCardless or Stripe Support. They will be able to change your payout schedule, so you can build up a reserve of money for the refund to be successful. 

GoCardless support contact is: Email: [e-mail]  or  Phone: [phone]
Stripe Support is via the Stripe Dashboard : https://dashboard.stripe.com/dashboard - Live Chat or Email