Refunds & Returns Report

The Refunds & Returns report gives your studio a centralized view of all refund activity and payment returns within a selected date range. Use this report to monitor repayments issued to members, track the status of ACH returns, and manage credit card chargeback cases from open through resolution. Whether you're reconciling financials, responding to a disputed charge, or auditing refund activity, this report is your primary tool for understanding money moving back out of your studio.

Contents

• Before You Begin
• Accessing Your Report
• Understanding Your Report

Before You Begin

Definitions

Term	Definition
Refund	A repayment to a prospect or member of a sum of money, initiated by the studio.
ACH Return	A failed transaction before settlement; for example, due to insufficient funds or a closed account. ACH returns are similar to bounced checks and are initiated by the prospect or member's bank.
Credit Card Chargeback Return	A reversal of a completed transaction reported as fraudulent or unauthorized, initiated by the prospect or member.

Permissions Required

A Master Admin login or a staff login with the following permissions:

• Reporting: Can access reports (must be enabled to access any reports)
• Reporting: Can access sales: refunds / returns sales

Good to Know

• Chargeback Notes data collection begins as early as 10/01/2024. No historical chargeback notes prior to that date will be available.
• If multiple chargebacks are associated with one payment, only the most recent note will display.
• Chargeback Notes reflect information related to the closure of the chargeback only — not all notes associated with the case.

Accessing Your Report

1. Navigate to Reports > Sales > Refunds / Returns.
2. Select a date range using the calendar pickers, or choose from the Preset Date Ranges to the right of the calendars.
3. Use the filter dropdown to narrow results by transaction type:

Filter	Description
Refunds & Returns	View all refunds and returns together.
All Refunds	View studio-initiated refunds only.
All Returns	View all ACH and chargeback returns.
Returns – Open	The chargeback is pending analyst assessment. Evaluation for bank review occurs 10–30 days after receipt, depending on card brand.
Returns – Refunded Match	A refund was issued on one or more invoices tied to the chargeback. An analyst will review to determine outcome. See below for possible scenarios.
Returns – Case Won	The issuing bank ruled in favor of the merchant. Disputed funds, minus any returned payment fees, have been redeposited.
Returns – Represented	The case has been sent to the issuing bank for review. Most cases resolve within 30–90 days, though timelines vary. No additional updates are provided during this period; ClubReady must wait for a win/loss notification from the acquiring bank.
Returns – Closed	The chargeback was ineligible for representment, voluntarily forfeited by the merchant, or lost when the issuing bank ruled in favor of the customer.

Returns – Refunded Match: Possible Outcomes

• If the refund was declined due to the incoming chargeback, or was inadvertently issued as a credit balance: The case will be accepted in lieu of the refund, and funds will be returned to the customer as intended.
• If the refund successfully posted to the customer's bank account after the chargeback occurred: The acquiring bank will reverse the disputed funds.

4. Use the date type dropdown to choose how results are filtered by date:
   • Pending Refund Date
   • Refund Attempted Date
   • Refund Released Date — the date the refund was fully completed.
5. Select Excel Export Only if you only need the spreadsheet output, then click Run Report.      

Understanding Your Report

The online report displays summary totals for Total Refunds and Total Returns. The detailed spreadsheet includes the following fields:

Field	Description
Refund / Return	Identifies the transaction type.
Date	The date of the refund or return.
Pending Refund Release Date	The date the refund is expected to be released.
Original Payment Date	The date of the original transaction.
Amount	The amount of the invoice.
Tax	The applicable tax amount charged on the original transaction.
Total Amount	The full amount of the original transaction, including any applicable taxes and fees.
Customer	The prospect or member associated with the invoice.
Purchase Description	A description of what was purchased.
Type	The invoice category (Membership, Service, Fee, etc.).
Payment Type	Indicates whether the transaction was a Refund or Return.
Last 4 of CC	The last four digits of the credit card used.
Card Entry Method	How the card was entered at the time of the original transaction.
Details	Additional transaction details.
Chargeback Notes	Notes related to the closure of the chargeback. Only the most recent note displays if multiple chargebacks are tied to one payment. Data available from 10/01/2024 onward only.
Last Action Date	The date of the most recent action on the transaction; for example, the date a case was marked Closed.
Refund / Return Made By	The staff member or system that initiated the refund or return.
Original Ran By	Who processed the original invoice.
Reason for Refund	The reason recorded at the time the refund was issued.

Exporting Your Data

To export, select the floppy disk icon and choose your preferred format: CSV (comma delimited), PDF, or Excel.