Refunding Payments

This guide is for gym owners and personal trainers using Orlo to streamline operations, engage clients, and grow their business.

If you ever need to refund a client, this is done directly in Stripe.

How to refund a payment

1. Log into your Stripe dashboard.
2. Use the search bar at the top to find the client or payment. You can search by:
   • Client’s name or email
   • Payment amount
   • Last four digits of the card
3. Click on the payment you want to refund.
4. Click the Refund button at the top right of the page.
5. Choose whether to refund the full amount or a partial refund.
6. Confirm the refund.

Things to keep in mind

• Refunds are handled entirely by Stripe. Once submitted, the refund usually reaches the client within 5–10 business days.
• Refunding a payment in Stripe does not cancel or change the client’s booking or subscription in Orlo—these need to be updated separately if needed.
• If you refund a subscription payment, be sure to also cancel or pause the subscription in Stripe to avoid further charges.

If you’re unsure which payment to refund, you can visit the client’s profile in the Orlo staff area to view their payment history and match the correct amount and date before opening Stripe.