Introduction
This article introduces the Refund Request process in the PGM. You can use this feature e.g. when a club member was overcharged accidentally and you want to settle it by making a Refund Request.
- From this article, you will learn what Refund Request configuration looks like in PGM.
- This article will be helpful to PG Champion, System Administrator, Finance & Accounting, Club Manager, Sales Manager, and Club Owner.
Keep in mind, that if you decide to use Refund Request, you won't have the option to switch to Transaction documents afterward.
This function is not available for Australian or New Zealand markets.
Mind that when using a payment provider other than CloudPayments, Stripe, MerchantSafeUnipay, GoCardless or Moneris and making the refund request with a payment method other than SEPA, which is Direct Debit and Credit Card, you need to contact your payment provider to complete the refund process. It results from the lack of a refund request option within the PGM and payment provider integration scope.
PGM currently supports refunds with the following payment providers: Stripe, Cloud Payments, MerchantSafeUnipay, GoCardless and Moneris.
Before you start
- Make sure you are familiar with the refund possibilities available in Perfect Gym.
- Refund request mechanism is implemented by default in your environment. If you wish to use the other flow, contact the Perfect Gym Support Team and ask them to adjust the Sale.Refund.IsEnabled setting. If it is set to False, you will have the Transaction documents instead of Refund requests available within the system.
- To Approve and Complete or Reject Refund Requests in PGM, make sure you have the following system permissions enabled for your role:
Refund Request in PGM - Overview
If you're integrated with GoCardless payment provider, this method is obligatory.
- In this flow, refunds are processed only in PGM.
- Refund Request module is available in the Finances tab in PGM.
- This method allows choosing Cash, Online, Credit Card, and bank account for refund purposes.
If you are integrated with payment providers such as Stripe, Cloud Payments, MerchantrSafeUnipay, or Moneris, the system will allow you to refund money with an Online option. It is only available if the transaction was processed via this payment provider.
If you decide to use Refund Requests, the Transaction documents module will not be available. Conversely, the Refund Request module will not be available if you decide to use POSweb refunds with access to the Transaction documents module.
Refund Requests in PGM - Description
Refund Request Flow
The Refund Request process has one main flow for all PGM users. It consists of three stages:
1. Making a Refund Request - in the Member Profile in PGM - this usually is made by the Front Desk Staff.
2. Verifying the data to Approve or Reject the Refund Request - in the Finance tab in PGM - usually made by the Club Manager.
3. Completing the process - in the Finance tab in PGM - usually made by the Club Manager.
Three stages of the Refund Request process allow for triple verification of the data. It is to make sure that the whole process has been done correctly.
Having approved the document with the Approve button, you can preview and print the Refund document that the club member can sign as proof of receiving the Refund.
However, if your club policy does allow the Front Desk Staff to Make and Approve Refund Requests, or if the whole Refund Request process is done by a Club Manager solely, there is a way to shorten the flow to:
1. Making and Approving the Refund Request Automatically - in the Member Profile in PGM.
2. Completing the process - in the Finance tab in PGM.
Payment Methods available to select during the refund process in PGM
The PGM system gives you the possibility to make Refunds with use of the following payment methods:
- Bank Account - if you approve a Refund Request with the Bank Account as the chosen payment method, a Refund Payment File will be created automatically. This file needs to be downloaded and sent to the Bank for acceptance and payment processing. Go to this article for more information.
Files can be generated in the following formats: SEPA, PLI, and TDBank.
Mind that the approved Refund Request will be marked as Completed within the system, as soon as the Refund Payment File is created.
- Cash - for transactions processed by cash (go to this article for more information),
- Online - for transactions processed with integrated payment provider (go to this article for more information),
- Credit Card - for transactions processed with a terminal payments in the club (go to this article for more information)
- Prepaid Account - this method is currently unavailable.
Mind that NO fiscalization is currently available within the Refund Request process.
Hints
- Refunds created in the described flow will be recorded in POS Transaction Log Details and POS Sales Totals reports.
- If invoices are set up to generate automatically after the performed sale, then PGM can also create automatic invoice correction upon completing such refunds (please contact Perfect Gym support to implement such flow).