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Refund a Member Transaction

You can refund a member directly from the Vibefam admin portal — no need to open your payment gateway. The refund goes back to the member's original payment method.

Issue a refund

  1. Go to Members in the left sidebar.
  2. Search for the member by name, email, or mobile number, then click their row to open their profile.
  3. Open the Transactions tab.
  4. Find the transaction you want to refund. Successful payments are marked Payment Success with a green bar, and show the package name and amount.
  5. Click Actions → Refund.
  6. In the Refund window, check the Refund Amount. It's pre-filled with the full transaction amount — edit it if you're only refunding part of the payment.
  7. Tick I confirm the refund amount entered is correct and understand this action cannot be undone.
  8. Click Submit.

The amount you enter is refunded to the member's original payment method, including any taxes — so the total refunded matches exactly what you type in.

Submit stays greyed out until you tick the confirmation box. This is deliberate: refunds cannot be reversed once submitted.

Partial refunds

To refund only part of a payment — say a member used 3 of 10 credits before cancelling — replace the pre-filled amount with the figure you want to return, then confirm and submit.

Vibefam does not calculate pro-rated amounts for you. Work out the figure before you open the window.

Important notes

  • Refunds cannot be undone. Double-check the amount before ticking the confirmation box.
  • Refunding money does not remove the package from the member's profile. If the member shouldn't keep their remaining credits, handle the package separately under the Packages tab.
  • Transaction fees are not returned to you by your payment gateway, even on a full refund. You absorb that cost.

If the refund fails

Refunding from Vibefam is the recommended route. If a refund won't go through — for example, the payment is too old for your gateway's refund window — you can issue it directly from your Stripe Dashboard (or Xendit dashboard, for studios in Indonesia, the Philippines, and Vietnam) as a fallback.

Review your refunds

Go to Reports → Memberships and filter Charge Status → Refunded to see every refunded transaction.