Payments
      Back to home
      1. UP Help Center
      2. Payments

      Ways to Refund a Client

      In this article, learn how all the different ways to process a refund for a client throughout the Upper Hand Software.

      APPLIES TO: Admin

      Last updated: July 18, 2023

      Quick Start Menu

      Overview

      There are several ways to refund a client in Upper Hand. You can choose to submit either full or partial refunds, and you have the ability to refund card, cash, and check payment types.

      Refunding a credit card transaction will return the amount back to the same card that was used to purchase the product. Refunding cash and check transactions will help you keep track of your total earnings, but you will be responsible for returning that amount back to your client.

      Note: Admins will be able to process a refund the same day a transaction is processed.  In the software it will show as a refund and there will be an alert showing that it has to be a full refund and that it will show as voided on the client’s statement. 

      Refund via Admin Event View

      • Login to your account, navigate to the event that the client purchased and needs to be refunded for by clicking on the Event name on your Events page
      • Click on the Payments tab and then search for the client's name. Filter by date if needed.
      • Click on the arrow and then click the three dot menu at the top right of the Balance Drawer.
      • Click Refund
      • Type in the amount that you would like to refund, and then click Issue Refund.

      Refund via Orders Report

      • Login to your Upper Hand account, hover over the navigation bar on the left, click Report > Orders.
      • Filter by the date of the transaction that needs refunded and utilize the search bar to locate the client.
      • Click the arrow and then locate the Item(s) card, then click the three dot menu.
      • Click Refund.
      • Type in the amount that you would like to refund, and then click on Issue Refund.

      Refund via Balances Report

      • Login to your Upper Hand account, hover over the navigation bar on the left hand side, click Reports > Balances.
      • Remove the preset Balances > $0.00 filter by click the "X" next to the filter.
      • Filter by the date of the transaction that needs refunded and utilize the search bar to locate the transaction.
      • Click the line item and then click on the three dot menu at the top of the Balance Drawer.
      • Click Refund.
      • Type in the amount that you would like to refund, and then click on Issue Refund. 

      Refund via the Client Profile Page

      • Login to your Upper Hand account, hover over the navigation bar on the left, click Contacts and search for the Client you need to refund.
      • Click their name to pull up their Client Profile Page.
      • Navigate to the Orders tab and click on the Order Item you need to refund to access the Order Drawer.
      • Locate the Item(s) card at the bottom of the Order Drawer, then click the three dot menu.
      • Click Refund.
      • Type in the amount that you would like to refund, and then click on Issue Refund.

      Refund Membership Payment

      If you need to refund a membership renewal payment, follow the steps below:

      • Login to your Upper Hand account, hover over the navigation bar on the left, click Contacts and search for the Client you need to refund.
      • Click their name to pull up their Client Profile Page.
      • Click the three dot menu inside their membership card underneath their name, select History
      • Choose the Item from the Balance List that you would like to refund
      • Click the three dot menu in the top right of the Balance drawer and click Refund.
      • Type in the amount that you would like to refund, and then click on Issue Refund.