Not automatically. When you cancel an enrollment and refund the card, Refund Amount starts at the enrollment cost, and the order's processing fee is listed separately as Service Fees. To give back a processing fee the customer paid, add it to Refund Amount. The payment processor, Payrix, keeps its fee on the original sale, so that fee doesn't come back to your organization when a refund is given.
Applies to: Admins · All plans · Credit card orders processed by Payrix, whether the customer or your organization pays the processing fee
Where: Customers > Account Management > (customer) > Enrollments > Edit Enrollment (pencil) > Cancel
Who pays the processing fee
Every credit card payment has a processing fee. Your organization's payment setup decides who pays it:
- Your organization pays: the fee is included in your prices. Customers don't see a Processing Fee line, and the fee is charged to your organization.
- The customer pays: the fee is added to the order. Customers see "Each credit card order will incur a processing fee." in the cart, and a Processing Fee line above Order Total (USD) at checkout, on the order confirmation page and email, and on the Order Details page in their account.
The note at the top of the Cancel tab tells you which applied to the order you're refunding: "Site Configuration - Service fees on original transaction were paid by the customer." or "Site Configuration - Service fees on original transaction were paid by your organization and were included in the cost." Your setup is managed by TeamSideline; contact support if you want to change who pays.
What happens to the fee when you refund
| Who paid the fee | What Service Fees shows | If you leave Refund Amount as is | To change that |
|---|---|---|---|
| Your organization | The fee Payrix charged your organization on the order | The customer gets the full enrollment cost back. Your organization absorbs the fee. | Subtract the Service Fees amount from Refund Amount if the customer should cover the fee. |
| The customer | The Processing Fee the customer paid on the order | The customer gets the enrollment cost back. The processing fee isn't returned. | Add the Service Fees amount to Refund Amount to return the fee too. Your organization then covers it. |
Either way, Payrix doesn't return its fee to your organization when you refund. The exception is a void: a payment that is voided before it's processed isn't charged a processing fee.
How to set the refund amount
- Go to Customers > Account Management and open the customer's account.
- Click Enrollments, then the Edit Enrollment icon (pencil) for the enrollment.
- Click the Cancel tab.
- Under Credit/Refund, set Refund Type to Refund Credit Card.
- Read the note at the top of the section to see who paid the fee.
- Compare Enrollment Cost and Service Fees, then set Refund Amount: leave it, add the fee, or subtract the fee, as shown in the table above.
- Tick any add-ons to cancel and refund, and check Total Refund Amount.
- Optional: enter Comments. The customer can see them.
- Click Confirm Cancellation.
Screenshot: the Refund Amount field on the Cancel tab when the customer paid the processing fee.
Screenshot: the Refund Amount field on the Cancel tab when your organization paid the processing fee.
What you'll see: "Enrollment cancelled." and the refund in the customer's account transactions. Available for Refund is what's left of the whole order, so Refund Amount can include the fee but can't be more than that.
If it doesn't work
- Refund Credit Card isn't in the Refund Type list. On the Cancel tab it appears once the order is 24 hours old. For a newer order, wait, or void the payment instead (see the void article below). Orders not paid by card offer only Credit.
- "Refund amount cannot be for more than the original credit card payment or the combined total of multiple refunds cannot be for more than the original credit card payment." Refund Amount plus the add-ons you ticked is more than Available for Refund. Lower the amount.
- "Can not refund for $0." Refund Amount is 0. Choose No Refund or Credit instead.
- "Error processing refund. This transaction is not yet fully processed and can only be voided at this time. Voids are for full refund amount only. Please enter full amount, or wait for transaction to process to partially refund." The payment hasn't settled yet. Refund the full amount of the order, which voids it, or wait and refund part of it later.
- "Refunds can only be processed 24 hours after the order has been placed and within [number] days of the order." The order is outside the refund window. Record a manual refund and return the money another way.
Good to know
- Service Fees is the fee for the whole order. If the order had several enrollments, decide how much of it to return with this one.
- To see what the customer paid, click the order number under Order Details on the Cancel tab. The order shows its Processing Fee line.
- For a partial refund without canceling, use Add Transaction on the customer's account with the type Refund/Void - Credit Card. The fee isn't shown there, so include it in the Amount if you want to return it.
- Your refund policy is your organization's decision. TeamSideline support can't refund processing fees.