Refunding Payments

Sometimes you’ll need to refund a client’s payment—whether it’s for a cancelled class, an overcharge, or a customer service gesture. In Orlo, all refunds are processed directly through your Stripe dashboard for security and simplicity.

How to Refund a Payment in Stripe

1. Log in to your Stripe dashboard.
2. Find the payment or client: Use the search bar at the top. You can search by:
   • Client’s name or email address
   • Payment amount
   • Last four digits of the client’s card
3. Select the payment: Click on the payment you want to refund in the results.
4. Click Refund: You’ll see a “Refund” button at the top right.
5. Choose refund type: Select whether to refund the full amount or only part of the payment.
6. Confirm: Follow the prompts to complete the refund.

Important Notes

• Refunds are managed entirely by Stripe. Most refunds reach your client in 5–10 business days.
• Refunding does not update bookings in Orlo automatically. If you’re refunding a class, membership, or pack, make sure to update or cancel the booking or subscription in Orlo as well.
• If you refund a subscription payment, also pause or cancel the subscription in Stripe to prevent future charges.
• Check payment details before refunding: Use the Orlo staff dashboard to match the payment amount and date to the right client, then process the refund in Stripe.

Need help with a complex refund? Contact Orlo support for advice before issuing the refund.

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