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Refunding and Voiding Payments

 When correcting a financial transaction, you have two options depending on when the original sale occurred: Void or Refund.

In This Article

Who can use this feature?

  • Pike13 Plans: ✅Premium, ✅Advanced, ✅Essential
  • User Roles: ✅Primary Owner, ✅Owner, ✅Manager, ✅Staff, ❌Limited Staff

Differences Between Voids and Refunds

  • Void (Same Day): Available only before the transaction settles (usually the same day).
    • Effect: The charge is canceled entirely. The funds are never withdrawn from the client's payment method.
    • Note: Voiding is not an option if your merchant processor does not support voids or if the funds have already been settled.
  • Refund (Next Day or Later): Required once a transaction has settled (outside the voiding window).
    • Effect: The funds were withdrawn and must be sent back.
    • Note: Funds can be returned to the client's original payment method, cash, or account credit.

Note

Canceling Service When Voiding or Refunding

Pike13 asks Want to cancel any plans or passes associated with this refund? Check the item(s) that you want to cancel

  • Unchecked (No): The client keeps the pass/plan active.
  • Checked (Yes): The pass/plan is removed from the client profile. If you do this by mistake, you will need to resell the item to them

Processing Voids

  1. Click Clients at the top of the page and select the client.
  2. On the client’s profile under History, select Bills.
  3. Navigate to the invoice with the payment you want to void and click Void Payment.
    1. Note: If the Void Payment button is missing, the transaction has settled, and you must process a Refund instead.
  4. If applicable, check or uncheck the box for any plans of passes associated with this void that need to be canceled.
  5. Click Void Payment.

Processing Refunds

  1. Click Clients at the top of the page and select the client.
  2. On the client’s profile under History, select Bills.
  3. Navigate to the invoice you want to refund and click Refund Payment.
  4. Set the Refund amount if different from total payment.
  5. Refund to: Choose the destination for the funds:
    1. Original Payment Method: Returns funds to the payment method used
    2. Account Credit: Adds the balance to their Pike13 account for future use
    3. Cash: Records that you handed them cash
  6. If applicable, check or uncheck the box for any plans or passes associated with this refund that need to be canceled.
  7. Choose whether to email a refund receipt to the client. The default is Yes. Update the email address if necessary.
  8. Click Process Refund.

Staff App

  1. Open the Staff App and tap the Menu (three bars) in the upper left corner.
  2. Select Clients and select the client of interest.
  3. Tap the Down Arrow (Action Menu) in the upper right corner of their profile.
  4. Select Bills (History) from the menu.
  5. Tap the specific invoice you wish to refund or void.
    1. To Void: Tap Void Payment
      1. Note: If the Void Payment button is missing, the transaction has settled, and you must process a Refund instead.
      2. If applicable, check or uncheck the box for any plans or passes associated with this void that need to be canceled.
      3. Click Void Payment.
    2. To Refund: Tap Refund Payment
      1. Set the Refund amount if different from total payment.
      2. Choose the destination for the funds:
        1. Original Payment Method: Returns funds to the card/account used.
        2. Account Credit: Adds the balance to their Pike13 account for future use.
        3. Cash: Records that you handed them cash.
      3. If applicable, check or uncheck the box for any plans or passes associated with this refund that need to be canceled.
      4. Choose whether to email a refund receipt to the client. The default is Yes. Update the email address if necessary.
      5. Click Process Refund.