When you need to return money to a customer, 360Player shows one of two actions depending on how the invoice was paid. This covers both, what happens after, and when to refund versus void.
Refund vs. Mark as refunded
The action you see on an invoice depends on how it was paid:
Refund — appears on invoices the customer paid online through 360Player. The money is actually returned to their card or bank account.
Mark as refunded — appears on invoices paid outside the platform (bank transfer, cash, manual mark-as-paid). No money moves; 360Player just records that the invoice was refunded. You handle the actual return yourself.
Issue the refund
Go to Payments > Invoices and open the invoice you want to refund.
Open its row menu and choose Refund (or Mark as refunded, depending on how the invoice was paid).
If it's a real refund, choose the amount:
Full refund — returns the entire remaining amount.
Select amount — enter a specific amount. You can run several partial refunds on the same invoice until the full amount is returned.
Pick a reason (required): Other, Chargeback, Returned Goods, Product Unsatisfactory, Overcharged, Duplicate, Billing Error, Fraudulent Charge, or Bad Debt. It's stored on the credit note for accounting.
Confirm. The refund is issued immediately.
Refunds cannot be undone. Once issued, the only way to recover the funds is to invoice the customer again.
What happens to the invoice and the customer
Invoice status — a fully refunded invoice moves to Refunded. A partial refund leaves it Paid, with a partial-refund indicator and the remaining refundable amount shown.
Credit note — every refund generates a credit note with the reason you selected, found under Payments > Credit notes.
Bank timing — the money can take up to ten days to appear on the customer's statement.
Transaction fees — the fees charged on the original payment may not come back with the refund. Ask your 360Player contact what applies to your club.
Product assignments — products assigned through this invoice are not automatically removed. If the refund means the customer should lose access to a membership, registration, or other product, revoke the assignment manually on their profile.
Subscriptions — refunding a single invoice does not cancel the underlying subscription. Cancel it separately if you want to stop future invoices.
When to refund vs. void
Use | When | Effect |
Refund | The invoice was paid | Returns money (or records an out-of-band return) and creates a credit note. Invoice → Refunded. |
Void | The invoice was issued but never paid | Cancels the invoice without payment moving. Invoice → Voided. See Void an invoice. |
Mark as uncollectible | An unpaid invoice will never be paid, but you want to keep it for the record | Marks the invoice as bad debt without voiding it. |
Disputes and chargebacks
If a customer disputes a charge with their bank instead of asking you for a refund, that is handled as a chargeback. Don't issue a refund on a disputed invoice — you may end up paying the amount back twice. Wait for the dispute to resolve, then refund only if it is settled in the customer's favour outside that process.
Troubleshooting
The Refund action is disabled with a tooltip that begins "Currently processing…". The payment is still being processed. Wait a few minutes and try again.
Mark as refunded is the only option even though the customer paid by card. The invoice isn't flagged as auto-refundable in our system — usually because the original charge was reconciled outside the normal payment flow. Return the money to the customer the same way the original payment reached you, then use Mark as refunded to keep 360Player in sync.
The customer didn't lose access to their product. Refunds don't auto-revoke product assignments. Open the customer's profile and remove the assignment manually.