Introduction
This article explains how chargebacks are handled through the GoCardless integration with Perfect Gym. A chargeback - also known as a claim or reversal - occurs when a customer disputes a payment and requests a refund directly through their bank. As this process is initiated externally by the customer, Perfect Gym reflects the outcome of the chargeback automatically once it's processed and confirmed by GoCardless.
- In this article, you will learn how chargebacks are handled within the Perfect Gym and GoCardless integration. This includes understanding how such transactions are reflected in the system and how to identify them on a member's account.
- This article will be helpful for PG Champions, Administrators and the Front Desk Team
Before you start
Make sure you’re familiar with the following before proceeding:
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How the Perfect Gym and GoCardless integration works. Read more.
- GoCardless chargeback process: it’s important to understand how GoCardless manages and labels chargebacks on their side.
Feature description
When a customer initiates a chargeback via their bank, GoCardless processes this request. After the chargeback is marked as ‘settled’ in the GoCardless dashboard, this triggers a record update in the Perfect Gym system.
The process of chargebacks is initiated by GoCardless. Please contact provider in the first place if you want to confirm that the chargeback was processed
Here’s what happens in Perfect Gym:
1. Contract transactions tab
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A new transaction line with a rollback of transaction is automatically added to the member’s account under Transactions → Contract.
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New rollback record appears with description 'chargeback_settled for payment IDxxx' to indicate that the original payment failed post-settlement.
If the description is marked as 'late failure', please ask Technical Support to change setting DirectDebit.RollbackDescription to {3] for payment {0}
2. E-payments tab
In the member’s profile, under Transactions → E-payment tab:
- The transaction will be marked as Deny with a comment The payment has been debited from a payout by GoCardless. This lets you and your team quickly identify that the payment has been reversed and should not be considered successful revenue.
Hints
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Always check the GoCardless panel first if you need confirmation on whether a chargeback was processed.
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Remember: GoCardless initiates and manages the chargeback process. Perfect Gym only reflects the resulting status.