Refunding a customer may be necessary for various reasons, such as booking issues, cancellations, or billing mistakes. Below is a step-by-step guide to processing a refund.

Refunding and removing a customer from a booking

To remove a customer from a session and issue a refund, it's best done through the Calendar following these steps:

1. In Swift Admin, navigate to the Calendar page
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2. Locate and click on the booking tile, and select the Manage Participants and Payments (second) icon
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3. Find the participant's name and click the Manage Bookings and Payments (calendar) icon next to their name
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4. In the Bookings panel, click the Remove (X) icon next to each of the session(s) you wish to refund and remove the customer from.
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5. The original payment amount for the session(s) will populate in the Receipt section. If you want to refund a different amount, click on the amount shown and adjust it accordingly
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6. Make sure you Payment Method the funds are being returned to is correct
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7. Click the Issue Refund button
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8. Check the Refund Summary looks correct. If you do not wish to refund the custom fees, you can exclude this by deselecting the checkbox
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9. Click the Refund & Apply Changes button and this will immediately issue a refund to the customer
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Refund a Customer to their Wallet and remove them from a booking

If the customer originally paid for their booking with a credit card, and instead of processing a refund to their original payment method, your preference may be to keep the funds in-house and add a credit amount to the customer's wallet instead for future use.

If you would like to remove a customer from a booking and credit their Swift wallet for the booking, follow these steps:

1. In Swift Admin, navigate to the Calendar page
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2. Locate and click on the booking tile, and select the Manage Participants and Payments (second) icon
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3. Next to the participant's name, click the Manage Bookings and Payments (calendar) icon
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4. In the Bookings panel, click the Remove (X) icon next to each of the session(s) you wish to refund and remove the customer from.
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5. The original payment amount for the session(s) will populate in the Receipt section. If you want to refund a different amount, click on the amount shown and adjust it accordingly
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6. Make sure you change Refund with Card to Refund with Wallet
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7. Click the Issue Refund button
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8. Check the Refund Summary looks correct. If you do not wish to refund the custom fees, you can exclude this by deselecting the checkbox
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9. Click the Refund & Apply Changes button and this will immediately issue a credit to the customer's wallet and remove them from the booking

Refund or transfer Wallet balance to Credit Card on file

It's not possible transfer funds from the customer's wallet balance to their credit card on file directly. However, if the funds were originally added to their wallet by charging their credit card on file, you would have to refund the original transaction and redeem the wallet balance. Here's how:

Redeem the wallet balance:

1. In Admin, go to the customer's profile

2. Select the Billing tab

3. On the Wallet Balance card, click the Redeem button.

4. Enter the amount to be debited (refunded)

5. Click Redeem Funds to confirm and remove the funds from the wallet

Process the refund to the credit card:

1. Go to the customer's profile and select the Billing tab

2. Go to the Payment History section and locate the original transaction where the funds were loaded to the wallet

3. Click the Refund icon for that transaction

4. Enter the amount to refund and ensure it is being refunded to the customer's credit card

5. Click Issue Refund to confirm and the refund will be processed

Refund a payment without removing a participant from a booking

If you simply need to refund a customer for a payment without removing them from the booking, you can also process a Refund through the Payment History section in the customer's profile:

1. In Swift Admin, navigate to the customer's profile
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2. Select the Billings tab
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3. Under Payment History, you will see a list of all the transactions that have been processed for the customer.
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4. Find the transaction you’d like to refund and click the Refund icon for it
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5. Specify the amount to be refunded. It can be a partial refund, if necessary.
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6. Choose the Payment Method that the refund will be issued to
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7. Click the Issue Refund to process and record the refund immediately

⚠️ Note: Refunding a customer through the Payment History section will not remove them from the bookings(s). They will still be listed as a participant in the booking.

If you need to both refund and remove them from a booking, follow the Refunding and removing a customer from a booking steps.