Refunds & Credits

Overview

Whether a member cancels, is overcharged, or returns a product, GymPoint provides clear tools for issuing refunds and applying account credits. This article explains the difference between the two, how to process each, and what to expect with timing.

Refunds vs. Account Credits

Refunds

A refund returns money directly to the member's original payment method (credit card, debit card). The funds are sent back through Poynt to the member's bank. Refunds appear on the member's card statement as a credit from your business.

Account Credits

An account credit is an internal balance applied to the member's GymPoint account. The credit is automatically applied to their next invoice, reducing or eliminating the amount due. No money is returned to the member's bank — the credit stays within GymPoint.

When to use each:

• Use a refund when the member expects money back on their card (cancellations, billing errors, product returns).
• Use an account credit when the member will continue using your services and the credit can offset future charges (plan downgrades, goodwill gestures, billing adjustments).

Issuing a Full Refund

1. Open the member's profile.
2. Go to the Billing tab.
3. Find the invoice you want to refund.
4. Click the invoice to open its detail view.
5. Click Refund.
6. Select Full Refund.
7. Enter an optional reason for the refund (for your records).
8. Click Confirm Refund.

GymPoint sends the refund request to Poynt, which processes it against the original payment method. The invoice status changes to Refunded.

Issuing a Partial Refund

1. Open the invoice detail view (same steps as above).
2. Click Refund.
3. Select Partial Refund.
4. Enter the refund amount. This must be less than or equal to the original invoice total.
5. Enter an optional reason.
6. Click Confirm Refund.

The invoice shows the original amount, the refunded amount, and the net amount. Partial refunds are useful when only one line item on a multi-item invoice needs to be reversed.

Applying an Account Credit

1. Open the member's profile.
2. Go to the Billing tab.
3. Click Add Credit.
4. Enter the credit amount.
5. Enter a description explaining the credit (e.g., "Proration from plan downgrade" or "Goodwill credit for service issue").
6. Click Apply Credit.

The credit balance appears on the member's billing summary. When their next invoice is generated, the credit is automatically applied to reduce the amount charged.

Viewing Credit Balance

The member's current credit balance is displayed at the top of their Billing tab. Members can also see their credit balance in the member portal.

Refund Processing Timeline

Refunds are not instant. Here is what to expect:

• GymPoint to Poynt — The refund request is sent immediately when you confirm it.
• Poynt processing — Poynt processes the refund within 1-2 business days.
• Bank processing — The member's bank typically takes 3-5 business days to post the credit to their account.
• Total time — Members should expect to see the refund on their statement within 5-10 business days.

If a member contacts you saying they have not received their refund after 10 business days, check the refund status in the invoice detail view. If it shows as processed on GymPoint's end, advise the member to contact their bank.

Refund Limits

• You cannot refund more than the original invoice amount.
• Refunds can only be issued against invoices with a Paid status.
• Refunds for transactions older than 180 days may not be supported by the payment processor. In these cases, use an account credit or issue a manual refund outside of GymPoint.

Refund Reporting

View refund activity under Reports:

• Refund total — Total amount refunded for the selected period.
• Refund count — Number of refund transactions.
• Refund reasons — Breakdown by reason (if reasons were entered).
• Refund rate — Refunds as a percentage of total revenue, a useful metric for identifying systemic billing issues.

Tips

• Always enter a reason when processing a refund. This creates an audit trail and helps with reporting.
• Prefer account credits over refunds when the member is staying active. Credits are applied instantly and avoid bank processing delays.
• Monitor your refund rate monthly. A rising refund rate may indicate pricing issues, billing errors, or member dissatisfaction that should be investigated.