Refunds and disputes: handle them in Stripe

SkinClub shows refunds and disputes but does not create or answer them. Do both in Stripe.

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SkinClub has no refund button and no way to answer a dispute. Refunds and disputes are handled in Stripe, and SkinClub displays what Stripe reports.

Refund a patient

  1. First find the original payment in Sales > Payments > Transactions: it lists the patient, the amount and the Provider payment reference.
  2. Open Stripe, in the account connected to the centre.
  3. Find the payment and refund it there.
  4. Back in SkinClub, open Sales > Payments > Refunds & disputes. Once Stripe has reported it, the refund appears with its Amount, Type (Full or Partial), Status and Reason.

Disputes

A patient's bank can open a dispute. It appears in Refunds & disputes with its Amount, Owner (who bears the dispute: Centre, Group or SkinClub), Status and Evidence due date. It counts in Open disputes on the Overview tab. Respond in Stripe, before the date shown.

After a refund

When a one-time purchase is fully refunded in Stripe, in one go or in several, SkinClub follows automatically:

  • the points the patient earned on that purchase are taken back;
  • the points earned by the staff member credited with the sale are taken back;
  • if the purchase earned referral points for the person who referred the patient, those are taken back too;
  • the App Cash used on the order is returned;
  • unused treatment sessions from that purchase are voided;
  • product pick-ups not yet collected are cancelled.

Points that were already spent are not recovered, so a balance never goes negative.

A partial refund changes none of this. Check the client's profile in Today > Clients and, if needed, use the adjustments described in Clients directory and manual adjustments.

Limits

  • The automatic follow-up above applies to one-time purchases. For a membership payment that is refunded, check the member's profile and correct it by hand if needed.
  • The lists show recent activity only (up to 100 records per category across all your accessible centres).
  • A refund can take a moment to appear: it shows once Stripe reports it.

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