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When a family is owed money, ClubDock puts it on their account as credit, ready to spend on their next booking. Giving it back to them is a separate step, a refund, and only a Manager can make it.

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How credit arises

A place cancelled before it was paid for creates no credit. Its price simply comes off what the family owes, so their next booking is charged in full.

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How credit is spent

Credit is spent automatically on the family’s next booking, oldest first, and shown as applied. They are never asked to pay money your club already owes them. Card or Tax-Free Childcare covers only the rest. You can see a family’s credit on their parent record. See A family’s records.

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Issue a credit note

Use a credit note for a goodwill gesture, such as a session that did not go as it should.
Only a Manager can issue a credit note.
  1. Open the booking and, in its menu, choose Issue a credit note.
  2. Enter the Amount to credit and a Reason.
  3. Confirm with Issue credit note.
The credit note first clears anything still owed on that booking. Only what is left over becomes credit on the family’s account.
The Issue a credit note dialog at 1280px, with Amount to credit and Reason filled in

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Refund credit

Only a Manager can refund credit.
Every way in opens the same dialog: Refund credit in a booking’s menu, Refund beside a credit note, or Refund on the parent’s page. The dialog offers only what fits where the money came from.
1

Open the refund

Choose Refund credit in the booking’s menu, or Refund beside the credit.
2

Choose how it goes back

Back to their card or I have paid them another way. See below.
3

Enter the amount and a reason

Enter the Amount to refund and a Reason. You can refund part of the credit; the rest stays on their account.
4

Confirm

Press Refund to card or Record refund, then confirm.
The Refund credit dialog at 1280px, with Back to their card and I have paid them another way highlighted

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Where the money came from decides how it goes back

With I have paid them another way, ClubDock only records the refund. You move the money from your own bank.
A refund to a card cannot be taken back. Check the amount before you confirm.

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What is refused

  • More than is left of the credit, or more than was paid by card. Refused before anything moves, naming both figures.
  • Credit that has already been spent. What remains is worked out at the moment of the refund, so the same money cannot be spent and refunded.
  • Pressing twice. It makes one refund, not two.
  • A closed club. It cannot refund. Its card payments and their records stay as they were.

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With accounting software connected

With Xero or QuickBooks connected, a refund is not sent to your accounts. After you record it, the dialog says Now refund it in Xero (or QuickBooks) and gives you the reference to search for there: the booking reference (CD-…) for credit from cancelled places, or the credit note number (CN-…) for credit issued by hand.
Credit notes are sent to your accounts against the booking’s invoice. If one does not get there, the booking shows a sync problem, and the credit note says so under Credits with Send again. See When something does not sync.

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Refunds made in Stripe

If you refund a card payment in your Stripe dashboard instead:
  • After cancelling the places in ClubDock. It is recorded as a refund of that credit.
  • Without cancelling anything. The booking shows as owing that money again, so ClubDock never says a parent paid money they have had back.