Manage Refund Permissions in Zenoti
This article explains how to configure permission settings in Zenoti to enable different types of refunds such as, gift cards, package excess amounts, and convenience fees. Ensuring the correct permissions are in place helps streamline refund operations and prevents delays caused by access issues.
Overview
Refunds in Zenoti require specific permissions that vary by refund type. Whether you're handling gift card refunds, excess refunds from packages, or convenience fees, this article helps administrators enable the right roles and settings to ensure seamless processing across locations.
Key terms
Gift Card Refund: Returning funds to a customer for a previously purchased gift card.
Excess Refund: Refunding an amount left over after package redemptions.
Convenience Fee: A service charge added during transactions, which may also need to be refunded.
Prerequisites
Admin access to organization settings.
The Enable Gift Card Refund setting must be enabled to view related permissions.
Permission for Gift Card refund
To allow gift card refunds, the following permission must be enabled:
At the organization, click Configuration.
Click Security > Security Roles.
Select the required role such as Owner or Loyalty manager.
Check the Refund Gift Cards Purchased box.
This option appears only if the Enable Gift Card Refund setting is enabled.
Click Save.
Permission for refund excess for Packages
To allow excess refunds, the following permission must be enabled:
At the organization, click Configuration.
Click Security > Security Roles.
Select the required role such as Owner or Administrator.
Expand the Administrator section.
Select the Excess Refund checkbox under the Packages category.
Click Save.
Permissions for convenience fee refunds
To allow convenience fee refunds, the following permission must be enabled:
At the organization, click Configuration.
Click Security > Security Roles.
Select the required role such as Owner or Administrator.
Expand the Administrator section.
Under Refund, check the Environment Fee checkbox.
Click Save.
Considerations
Gift card refund permissions are only visible if the organization setting is enabled.
Some refund actions may not be available for users without specific security roles.
Understand Surcharge Refund Handling
Zenoti automatically handles surcharge returns based on the refund type and method:
Full Refund: The entire surcharge is refunded.
Partial Refund: The surcharge is refunded on a pro-rated basis per item.
Non-Card Refund: The surcharge is refunded only if the original payment is returned to the same card. Refunds processed via cash, gift card, or wallet do not include the surcharge.
Best Practices
Assign refund permissions to specific roles based on your organizational hierarchy. For example:
Assign convenience fee refund permissions to Owner and Administrator roles.
Grant gift card refund permissions to Loyalty Manager roles.
This role-based approach ensures proper oversight and prevents unauthorized refund processing.
After completing surcharge-related configurations in Zenoti, restart the payment terminals once for the changes to take effect. This step ensures that surcharge calculations and refunds process correctly at the point of sale.
Troubleshoot Common Refund Scenarios
Refund to original payment method fails
If a refund to the original payment method fails due to bank restrictions, or if a group invoice refund is required, Zenoti recommends the following alternatives:
Issue a prepaid card for the refund amount.
Process the refund as cash.
Partially redeemed gift card refunds
To process a refund for a partially redeemed gift card:
Reopen the original invoice.
Delete the gift card redemption to restore the balance.
Proceed with the refund.
Note: The Allow Refund for Partially Redeemed Gift Cards setting must be enabled for this process to work. If this setting is not enabled, Zenoti blocks the refund even after redemption is removed. Contact Zenoti support to activate this feature.
Reporting and Compliance
Track surcharge data, including refund information, through Zenoti's Digital Payments Report. This report provides detailed transaction information for auditing purposes.
This is particularly important for businesses operating in regions with surcharge compliance requirements, as each region and card network maintains distinct rules.
Limitations
Group invoice refunds cannot be processed through standard refund procedures. If bank policies restrict refunding to the original payment method after a certain period, use prepaid card issuance or cash refunds as alternatives.