How to handle product refunds

One-time refunds, with optional ticket void — when to use each option.

Last updated 25 April 2026

Steps

  1. Owner Portal → Customer Orders → find the order
  2. Click Refund on the row
  3. Choose:
    • Refund + void ticket (default) — buyer gets money back, ticket status flips to Refunded
    • Refund only (keep ticket valid) — buyer gets money back AND can still use the ticket (goodwill)
  4. Confirm

When to refund vs void only

Situation Action
Buyer requests refund, hasn't used the product Refund + void ticket
Buyer used some of a multi-pass and wants partial credit Contact support — partial refunds are manual
Goodwill (no-show, missed a session) Refund only — keep ticket valid for next time
Fraudulent purchase / chargeback Refund + void + flag the buyer for support attention

What you pay

  • The refunded amount comes out of your Stripe balance
  • The 5% MyNextGym platform fee is non-refundable — covers our processing of the original sale

What the buyer sees

  • Email confirming the refund (with the original payment date)
  • Refund hits their card 5-10 business days later (Stripe's standard)

Subscriptions

The Refund button only shows for one-time orders. To handle a subscription complaint:

  • Cancel the subscription (period-end) from Customer Orders
  • For a refund of the most recent charge, use Contact Support