A customer would like a refund on their class pass

If a customer contacts you to ask for a refund on their class pass, perhaps because their plans have changed or they bought the wrong pass, our team is here to help. You can also offer a few alternatives that keep the customer booking with you.

Before you refund

Depending on why the customer would like a refund, one of these may suit them just as well:

• More time: If they haven't been able to use their sessions yet, you can extend the expiry date on their pass
• A credit voucher: If the pass isn't right for them, you can swap the remaining value for a credit voucher they can use on any of your activities. Remove the remaining redemptions from their pass, then issue a credit voucher for the agreed amount

Request a refund

If a refund is the best option, contact our team at help@eola.co with:

1. The customer's name and email address
2. Their class pass code
3. The amount you'd like to refund

We'll process the refund to the customer's original payment method and remove the remaining redemptions from their pass, so it can't be used again.

Important: If the customer has already used some of their sessions, you decide how much to refund. How much you refund is up to your own refund policy.

Good to know

• You'll find the customer's pass code, expiry date and redemptions remaining under Sales -> Class passes
• If the customer only wants to cancel one booking made with their pass, cancel the booking as normal. The redemption goes back onto their pass for next time

Helpful tips:

• Check how many redemptions have been used before agreeing an amount with the customer
• Mention your class pass refund policy in the pass description so customers know where they stand
• Offering more time or a credit voucher first keeps the door open for the customer to come back

Related guides

• Sell and manage class passes
• Create a credit voucher
• A customer has not received their refund