Refunding transactions in PushPress Core involves several methods and considerations depending on the payment type, refund amount, and specific scenarios. Refunds can be processed through the Member’s Profile or the Financial Report, allowing for full or partial refunds.
Additional scenarios such as refunds for ex-members, payments made outside PushPress, and limitations related to different payment processors are also supported.
You can process full or partial refunds for various transaction types in the Control Panel. Once initiated, Refunds typically take 3-7 business days to process depending on the payment processor, with ACH payments completing in 4-5 business days. After processing, it may take an additional 5-10 business days for the funds to appear in the customer’s account due to the recipient bank's internal policies.
Refunds for Specific Scenarios
Ex-Members Refunds:
Log in to PushPress.
Access the ex-member’s profile and locate the Payment History.
Select the invoice to be refunded and click 'Refund.'
External Payment Refunds:
When payments are made outside PushPress, refunds can be handled externally (e.g., by mailing a check).
Active members may receive account credits; this is not applicable to ex-members.
Refunds from Different Stripe Accounts:
Refunds must be issued directly from the original Stripe account if tied to an old PushPress setup.
Inaccessible Card or Account Refunds:
Refunds will automatically post to the original account, even if the card is inaccessible. Customers should contact their card issuer in such cases.5. Duplicate Transactions:
Locate the duplicate transaction in the member’s profile.
Issue a refund for the duplicate charge.
Note: Payment processor fees (e.g., Stripe) are non-refundable.
Over-Refunds:
Refunds cannot be reversed. If you refunded too much, create a one-time charge under Billing to recover the excess amount.
Comped Transactions:
Comped transactions cannot be refunded as no payment was collected.
Refunds might also not be immediately accessible due to specific payment processing constraints or pending transaction statuses. This makes understanding the transaction's nature and status critical in initiating a refund successfully.
Additionally, refund limitations may apply if payments were processed through different Stripe accounts or using external payment processors. These cases require handling refunds directly through the respective original systems.
Go to the member's profile. Scroll to the bottom to locate the invoice you wish to refund.
Click the three-dot menu on the invoice and select 'Refund.'
A modal will pop up. Either leave the full amount to be refunded or adjust to a lesser refund amount.
Hit 'Confirm.'
Requesting a Refund for PushPress Services
If you need a refund for services such as PushPress Grow, follow these steps:
Ensure that the service in question has been canceled correctly within your Core account.
Contact the Customer Success team to initiate the refund request.
Share all relevant details, including the reason for the refund request and supporting documentation if needed.
Upon refund confirmation, the Customer Success team will notify you of the status.### Refunding a Double-Charged Membership If a member's subscription was charged twice, refunds can be processed as follows:
Navigate to the transaction history for the relevant member.
Locate the double charge and access the associated invoice by clicking the three-dot menu.
Select 'Refund' to issue the refund to the member. For further detailed steps, you may refer to the guide: Core | Credit Card - Process a Refund.
Refunds for transactions made with direct debit accounts are possible. To ensure a seamless process:
Refunds for ACH payments can only be initiated once the payment has fully settled, which typically takes 3-4 business days. If an ACH payment has cleared and the refund option is unavailable, crediting the amount to future invoices may be considered.
Wait for ACH payments to settle before initiating a refund. ACH payments typically take 3-4 business days to clear.
Once the payment is cleared, locate the transaction in the member's transaction detail history or in the Financial Report's Details tab.
From the transaction record, click the 'Refund' button to complete the process. *For information on how to process ACH refunds, go here.Typically, ACH refunds are processed within 4-5 business days. Additional delays may occur depending on the customer's bank policies.
Refund Processing Timelines
Refunds might not be immediately accessible due to specific payment processing constraints or pending transaction statuses. Only admins can process refunds; coaches do not have this permission. Refunds should always be initiated from the invoice, as attempting refunds from older Payments/Transactions areas may fail.
Standard Refunds: Refunds generally take 3-7 business days to process.
ACH Payments: Refunds processed via ACH systems typically take 4-5 business days to complete.
Post-Processing Delays: After refund processing, funds may take an additional 5-10 business days to appear in the recipient's account, depending on their bank.
Full Refunds
Open the member’s profile.
Locate the relevant invoice under Billing or Payment History.
Open the invoice and click the refund option (or use the three-dot menu).
Confirm the refund amount and process it.
Partial Refunds
Open the member’s profile and locate the invoice.
Click the refund option and enter the specific amount to refund.
Confirm the partial refund.
Payment Method: The method of payment primarily influences how quickly refunds are processed; credit cards often process refunds faster than ACH or wire transfers.
Bank Policies: The recipient bank's internal procedures may cause delays beyond the processing timeline.
Processing Delays: External factors such as holidays or high volume periods can extend processing times.
What to Do If Your Refund is Delayed
Steps to address refund delays or issues vary based on transaction status and settlement. Options include confirming payment settlements, reviewing transaction details in the system, and considering credit alternatives for non-refundable transactions. Always contact support if uncertain.
Refunds to inaccessible cards or closed accounts are still transferred to the original linked account. Encourage customers to contact their issuer for alternative withdrawal options.
Check Your Bank Statements: Ensure the refund isn't already processed but unnoticed.
Contact Your Bank: The recipient's bank may provide insights on possible delays.
Contact Support: If the refund system you used is part of PushPress, the Customer Support team can assist in resolving the delay.
Requesting a Refund for PushPress Services
Ensure that the service in question has been canceled correctly within your Core account.
Contact the Customer Success team to initiate the refund request.
Share all relevant details, including the reason for the refund request and supporting documentation if needed.
Upon refund confirmation, the Customer Success team will notify you of the status.
Refunding a Double-Charged Membership
Navigate to the transaction history for the relevant member.
Locate the double charge and access the associated invoice by clicking the three-dot menu.
Select 'Refund' to issue the refund to the member.
Note: Payment processor fees (e.g., Stripe) are non-refundable. For further detailed steps, you may refer to the guide: Core | Credit Card - Process a Refund.
Need More Help?
For further assistance:
Check out other Help Articles.
Use the PushPress Messenger (blue box in your CORE account).
Email us at support@pushpress.com.
About PushPress
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