When you turn this feature on, clients can withdraw from a pass or credits they bought online themselves, in the order details. The order is cancelled, what it added is removed from the client's balance, and the money is refunded. This article describes how the system behaves. You are responsible for the obligations that your country's regulations place on you.
Where to turn the feature on
Go to Settings → Passes and memberships and open the Entry system or Credit system tab. Tick Let clients withdraw from a pass or credit purchase. The setting applies to passes and credits at the same time, so you only need to turn it on in one of the tabs.
Once you tick the checkbox, the period within which a client can withdraw appears below it. You don't set this period. It follows the country in the studio's billing details, which is the same country you issue documents under (see the table below). What counts is the country in the billing details, not the address where your classes take place.
The feature only applies to purchases made after you turn it on. It has no effect on passes and credits bought before that, and turning it off later doesn't affect them either.
Withdrawal period by country in the billing details
Country in the billing details | Period |
European Union countries | 14 days |
Iceland, Liechtenstein, Norway | 14 days |
United Kingdom | 14 days |
Réunion, Guadeloupe, Martinique, French Guiana, Mayotte, Saint Martin | 14 days |
Brazil | 7 days |
Other countries | setting not shown |
The period starts when the order is created and ends at the end of the last day in the studio's time zone. So a client who buys at 11:30 pm still has the whole last day.
Can't see the setting? Check that the studio's billing details have a country filled in and that the country is in the table. Without a country, the setting doesn't appear.
Which purchases clients can withdraw from
Clients can withdraw from a pass or credits that they bought online themselves and paid for:
by card or PayPal
by bank transfer
on site
Clients can't withdraw from:
orders you created for the client in the admin
free purchases
purchases paid with a benefit card or another payment method
card or PayPal payments that you marked as paid manually. The money didn't go through the payment gateway, so the system has no way to refund it.
When a client can withdraw online
The client finds the Withdraw from purchase button in the order details. Withdrawing online is possible as long as:
the period hasn't ended
the client hasn't used anything from the purchase yet
The system checks whether the client still has at least as many entries or credits as the order added. If the client is using up an older balance and the entries or credits from this order are still there, they can withdraw. A pass that has expired also counts as used.
If the client has already used something or the period has ended, the button stays inactive and the client sees the reason. If they've already used something, the system refers them to you. You then sort it out with the client yourself, for example by cancelling the order in the admin.
What happens after a client withdraws
The order is cancelled and its details show the Withdrawn by client tag. You'll also find a record in the order history and in the client's activity.
The entries or credits bought in the order are removed from the client's balance.
Card or PayPal payments are refunded to the client automatically and in full.
Bank transfer or on-site payments you refund to the client yourself. Then confirm the refund in the order details.
Any part paid with a gift voucher goes back to the voucher.
A one-time discount code the client used for the purchase can be used again.
The client gets a confirmation email and you get an email about the withdrawal.
Unpaid order
If an order paid by bank transfer or on site hasn't been paid yet, the client can cancel it within the period using the same button. Nothing is removed or refunded. If the payment reaches you anyway, refund it to the client.
An unpaid card or PayPal order doesn't need cancelling. The client simply doesn't pay it.
What the client sees
The order and payment confirmations state the date until which the client can withdraw from the purchase.
The studio's public terms and conditions show a paragraph about withdrawal, with the period based on the country in the studio's billing details.