Manual Payments, Refunds & Void
Charge outside the billing schedule, issue a refund, or void payments — all available through the Billing tab or a member's profile
Manual Payments
Charge a card before its scheduled date, or record a cash/check payment outside the normal billing cycle.
How to manually charge a payment:
Option 1: Via Billing tab
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Go to Billing
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Select Upcoming or Overdue
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Use the search bar to find the member by name
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Locate the Invoice
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Select $ Charge Manually
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Choose the Payment Method - Card or Cash
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Add any notes if applicable
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Click Pay Now
Option 2: Via Member Profile
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Go to Members
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Use the search bar to find the member by name, then click their name
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In the Profile or Membership Details tab, find the upcoming payments section
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In the Actions column, click (⋮) then $ Manual Charge
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Choose the Payment Method - Card or Cash
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Add any notes if applicable
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Click Pay Now
Important:
Manually charged Cash payments are not processed by the payment processor and are for record-keeping/reporting only
Manually charged Card payments will be processed/charged to the member immediately
Refund Payments
Return a full/partial charge to a member after it has processed — to the original method or an alternate one.
How to process a refund:
Option 1: Via Billing tab
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Go to Billing
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Select Complete
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Use the search bar to find the member and transaction
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Select Invoice
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Select Refund Payment
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Choose the refund amount and method
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Full or partial refund amount
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Original payment method used for the transaction or alternate payment method
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Add any notes if applicable
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Confirm refund, then select Process Refund
Option 2: Via Member Profile
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Go to Members
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Use the search bar to find the member by name, then click their name
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Go to the Membership Details tab, then Payment History
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In the Actions column, click (⋮) then Refund
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Choose the refund amount and method
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Full or partial refund amount
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Original payment method used for the transaction or alternate payment method
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Add any notes if applicable
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Confirm refund, then select Process Refund
Important:
Funds are returned to the member's card in 3–5 business days.
Void Payments
Cancel a transaction before it processes — either a pending charge before it settles, or a failed payment to stop further retry attempts.
How to void a payment:
Option 1: Pending Transaction (must be done same day as purchase)
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Go to Members
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Use the search bar to find the member by name, then click their name
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Go to the Membership Details tab, then Payment History
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In the Actions column, click (⋮) then Void
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To confirm, select Void
Option 2: Failed Invoice
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Go to Members
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Use the search bar to find the member by name, then click their name
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Go to the Membership Details tab, Payment History then find the failed invoice
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In the Actions column, click (⋮) then Void
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To confirm, select Void