Refund a pass purchase

Refund a member's pass payment from inside Klasly — the fee and the subscription are handled for you.

ForOwnerManager

Open the member

Go to Members → click the member to open their profile, then the Money tab. The "Pass purchases" card lists each pass they bought. ("Refund" in the row of buttons under their name takes you straight there.)

Click Refund on the pass

Find the pass you want to refund and click "Refund", then confirm. Klasly refunds the full charge to the member on your connected Stripe account — including the Klasly fee that funds instructor payouts — so your studio isn't left short. You don't need to open Stripe.

Monthly passes stop renewing automatically

For a monthly pass, the refund also cancels the Stripe subscription so the member isn't charged again next month. A class pack or drop-in has no renewal, so nothing further is needed.

A month refunded from Stripe does not stop a monthly pass

If you refund one month of a monthly pass from the Stripe dashboard, only that payment comes back: the plan stays active and renews next month, and both refund emails say so. Klasly marks that month as refunded — instructor payouts skip it, and the pass shows "Refunded" in the member's "Pass purchases" card until the next renewal. After the renewal the Refund button is back; using it refunds the latest month and stops the plan.

If you refund from Stripe instead, tick "Refund application fee"

Refunding from Klasly returns the Klasly fee with the charge, so your studio is never left short. A refund issued from the Stripe dashboard does NOT do that unless you tick "Refund application fee" on the refund. Miss it and the member still gets everything back while the fee stays with Klasly — the difference comes out of your studio. Klasly now checks this: if a refund arrives with the fee still held, your refund email says so and names the exact amount, so you can refund the application fee on the original charge in Stripe and recover it.

Then wait — the money is already gone from your side

The moment Klasly says "Refunded", the money has left your account. Reaching the member's card takes another 5–10 business days, and their bank decides exactly when. Nothing is pending on your side and there is nothing further to do; the refund cannot fail at this point.

Limits

• You can still refund, but that payout is not clawed back, so you'll need to record a manual adjustment (for example, offset it against next month's payout).

Tips

• A refunded member often says they can't see it. Most banks reverse the ORIGINAL charge on the statement instead of adding a separate credit line, so tell them to look at the line for the original purchase rather than for a new deposit.
• Payments → the "Refunded" filter lists everything you have refunded, with the date each one was issued.
• Refunding from the Stripe dashboard asks you for a reason. If you pick Duplicate, Fraudulent or Requested by customer, the member sees it: their refund email prints it as "Reason: …", and so does yours. A refund made from Klasly has no reason line.
• Only an owner, or a manager with the "Issue refunds" permission, sees the Refund button.
• Once a pass is refunded, instructor payouts for that period are automatically skipped — you won't pay out on money you gave back.
• If that month's instructor payout has ALREADY run for the period, Klasly warns you first and lists the affected period(s). Klasly keeps the reminder on screen after the refund.