How to make, approve and complete Online Refund Request?

Introduction

This article shows how to create and process an Online Refund Request in the PGM. Online refund stands for returning money via the payment provider, currently supported in Perfect Gym by Stripe, Cloud Payments, Monneris and GoCardless. 

We recommend using the double-stage process, including Making and Approving the Refund Request, as it allows for double verification of the data. It is to make sure that the whole process has been done correctly. However, there is a way to shorten the process by use of the Automatic Approval path. The instructions below demonstrate both ways of making and processing the Refund Request. 

• From this article, you will learn how to Make, Approve or Reject and Complete the Online Refund Request. 
• This article will be helpful to PG Champion, Administrator, Finance & Accounting, Club Manager, Sales Manager and Club Owner. 

Before you start

Make sure you are familiar with the introductory article on the Refund Request process. 

Approving, Rejecting and Completing the Refund Request process requires the following system permissions: 

• SystemManRefundsRefundFormsView
  • Refund request tab view
• SystemManRefundsRefundFormsAcceptRefund
  • Approve Refund Request
  • Complete Refund Request
• SystemManRefundsRefundFormsRejectRefund
  • Reject Refund Request
• SystemManRefundsRefundProcessingView
  • FileProcessing tab view and possibility of bank account file generation.
  • SystemManRefundsRefundProcessingViewBankAccountNumber to see full bank account details 
• SystemManRefundsRefundSkipCreditValidation
  • Skipping credit balance validation

• SystemManRefundsRefundSkipCreditValidation
  • Skipping credit balance validation

Instruction 

STEP 1

How to make the Online Refund Request ready for Approval? 

1. Go to the PGM -> Clients -> Club Members.  
2. Select the member from the Members list and open their Profile.
3. Click on the Transactions tab. 
4. Find the transaction that you want to make the refund for.
5. Click on the three dots icon at the end of the transaction row.
6. From the menu which will be displayed, choose Refund Request.
7. The Refund window will be displayed. Check the data in the form and if all is correct, click on Next.  

The Refund can be made only if the member's balance is greater than "0". It is not allowed to make a Refund that can affect a decreased member's balance below "0".  

8. Choose Online as the Payment method.
Online method will only be visible if the selected transaction was paid via an online provider payment method. That includes Credit Card, Direct Debit or Online Gate Payment for supported providers.

For GoCardless, the following screen will be displayed
Please be informed that refunds are possible only for transactions, which were settled longer than 7 days ago.

For Stripe, the following screen will be displayed:

9.Click on the Create Refund Request button. 

STEP 2

How to Approve and Execute the Online Refund Request?

1. Go to the PGM ->Finances -> Refund Requests.
2. Find an already created Refund request on the list.
3. Click on the Confirm button if you are sure the Refund Request is correct. 
4. Click on the Approve button. 
   Online refund will be immediately executed after approval. Money will be refunded in the same way the payment was made. For some providers it may take some time to process the refund, in that case Refund Request will be marked as Processing.
5. After refund execution, Refund Request will be automatically marked as Completed or Error depending on the payment provider response.

Having approved the document with the Approve button, you can preview and print the Refund document that the club member can sign as a proof of receiving the Refund.

STEP 3

How to Reject and Complete the Online Refund Request?

1. Go to the PGM ->Finances -> Refund Requests.
2. Find an already created Refund request on the list.
3. Click on the Reject button. 
4. Select your rejected Refund Request and click on the Completed button. 

How to make a Online Refund Request and Approve it automatically?

1. Go to the PGM -> Clients -> Club Members.  
2. Select the member from the Members list and open their Profile.
3. Click on the Transactions tab. 
4. Find the transaction that you want to make the refund for.
5. Click on the three dots icon at the end of the transaction row.
6. From the menu which will be displayed, choose Refund Request.
7. The Refund window will be displayed. Check the data in the form and if all is correct, click on Next.    
8.  Choose Online as Payment method. 
9.  Click on the Create and Approve button. 
10. Click on the Approve button. 
    Online refund will be immediately executed after approval. Money will be refunded in the same way the payment was made. For some providers it may take some time to process the refund, in that case Refund Request will be marked as Processing.
11. After refund execution, Refund Request will be automatically marked as Completed or Error depending on the payment provider response.