Refunding a shop sale
Refund all or part of a shop sale from the till, choose whether items go back into stock, and how manager approval works for staff without the Refunds access area.
Refunds are started from the till — the Refund… button next to the basket on Quick Sale, or on the Grid tab of the Check-in page.
Who can refund
- Staff with the Refunds access area (and the studio owner) can refund on their own.
- Any other staff member at the till can start a refund, but someone with Refunds access has to approve it at the till — see Manager approval below.
Refund a sale
- Click Refund….
- Find the sale. The list shows the last 14 days — search by sale number or client name to find an older one. Sales already fully refunded are greyed out.
- Click the sale, then choose what's being refunded:
- Refund all fills in everything that can still be refunded, or
- use the − and + buttons to refund just some items (a partial refund).
- For each line, leave Back in stock ticked if the item can be sold again, or untick it if it can't — for example if it's faulty or opened.
- Choose a Reason: Faulty, Wrong item, Changed mind or Other. Add a Note if it helps.
- Click the red Refund £… cash or Refund £… to card button.
The till confirms it with a message like "Refund #3 recorded — £4.50 cash (sale #12)".
Card sales
For a sale paid by card, you can choose Refund to card or Give cash instead. Cash sales can only be refunded as cash.
⚠️ TelosGym records a card refund but doesn't send the money back to the card itself. After recording it, refund the same amount on the card machine or account the payment was taken on. TelosGym reminds you with "Now refund £… on the card terminal too."
Manager approval
If the person at the till doesn't have the Refunds access area, a Manager approval box appears. Someone who does have Refunds access types in their own TelosGym Username and Password to approve that one refund. This doesn't log them in or change who is signed in at the till.
If the details are wrong, or that person doesn't have Refunds access, you'll see "Approval failed." After several failed attempts, approval is paused for a few minutes.
The refund records both who processed it and who authorised it.
Where refunds show up
- Products & Stock → Sales lists refunds under the sales for the same dates, including the reason, who refunded it, who authorised it, and any items that weren't put back in stock.
- The Payments page and Reporting → Revenue both show refunds in a separate Refunded total, so your revenue figures stay gross.
- Items put Back in stock appear in the product's stock history with the reason Refund.