Refund a Ticket or a Single Item
Giving money back: full refunds, partial refunds, what happens to commission and tips, and when to use Ignore Previous Payments instead.
Before you refund: is it actually a refund?
Three different problems get called "refund", and they have three different fixes.
| The problem | The fix |
|---|---|
| Money should go back to the client | A refund. This page. |
| Right money, wrong payment method | Ignore Previous Payments at checkout. See Fix a payment taken as cash. |
| Right money, wrong ticket contents | Edit the ticket. With Add Transaction After Ticket Update on, the difference is recorded for you. |
Refunding and re-charging when you only needed to fix the method creates two extra transactions and confuses the day's numbers.
Refunding
Open the ticket, find the payment, and refund it. You can refund the whole amount or part of it. A partial refund leaves the rest of the transaction intact and refundable later.
Whether you can do this at all is a permission on the Ticket category. Keep it narrow.
Refunding one item
If a client is returning one product from a ticket with five things on it, edit the ticket to remove that item rather than refunding the whole payment. With Add Transaction After Ticket Update on, Perceny records the difference as a refund automatically, and the rest of the ticket keeps its history.
What a refund does to commission
Commission is calculated from the ticket. Reduce what the ticket earned and the commission follows it, in the pay period the ticket belongs to.
Two consequences worth knowing:
- Refunding a ticket from a closed pay period moves money in a period you may already have paid out. Check the stylist's balance afterwards.
- If Refresh Previous Tickets Commission is on and rates have changed since, the recalculation uses the current rate.
What a refund does to tips
A tip is part of the payment. Refunding the payment refunds the tip with it.
If the stylist has already been paid that tip — because Transfer Tips to Stylists is on, or because a cash-tip instant payout handed it over — the money has left the business and the refund creates a shortfall against that stylist's balance. It is recoverable, but it is worth knowing before you refund a large tip.
What a refund does to the cash drawer
A cash refund comes out of the drawer, and the register reflects it. A card refund goes back to the card and does not touch the drawer.
Refunds you cannot make
- More than was charged. Each transaction tracks how much of it has already been refunded.
- A payment that never cleared. If the charge failed, there is nothing to give back; the ticket simply still has a balance.
- A dispute. Once a client has disputed a charge with their bank, it leaves the refund path. See Handle a payment dispute.
Prepayments and deposits
A deposit taken at booking is refundable up to the point set by Non-Refundable Window (Minutes) on the Payment Settings tab. 0 means never refundable; -1 means always refundable. Past the window, the deposit is yours to keep — which is the entire reason for taking one.