Issuing refunds and handling disputes

What is a refund?

A refund is money that goes back to your client's account via Mollie. Golfly can only refund what came in via Mollie, so iDEAL and other online payments. Cash or card runs outside Mollie; you settle that yourself. A credit or gift card is not money: that value goes back to the package or the card.

A dispute or chargeback is something else. In that case the client asks for the money back via their own bank. That runs entirely through Mollie, Golfly sees nothing of it. See below for what to do then.

Three ways money goes back

1. You cancel a paid lesson yourself

Open the lesson via Admin → Calendar or Admin → Bookings, click Cancel and confirm. The confirmation window shows beforehand what happens to the money:

• Paid online: "The payment of € X will be refunded." Golfly refunds the full amount via Mollie.
• Paid with a credit: "The credit goes back to the client's package."
• Paid with a gift card: the balance goes back onto the card.
• Cash or card: there is no line about money, because there is nothing to refund.

The client gets an email with the outcome. If Golfly cannot place the refund with Mollie straight away, the booking is still cancelled and Golfly puts the refund in a queue that retries every hour. The client then reads in their email that the refund is being processed. In Golfly you simply see "Cancelled". If you want to be sure the money is on its way, look under Admin → Subscription under Recent refunds.

2. Your client cancels themselves and chooses money back

In My Account a client can cancel a lesson as long as that falls within your cancellation period: by default up to 24 hours beforehand, or within an hour after they booked the lesson themselves online or via WhatsApp. By default Golfly then keeps the value as credit for a new lesson.

If the lesson was paid online and not yet refunded, the client also sees the choice "Prefer money back?". If they choose it, they have to give a reason (stopping golf, too expensive, no suitable moment, or another reason) and Golfly refunds the amount via Mollie. You get a notification of that, and in the detail panel of that booking you see the label Money refunded with the reason under Cancel flow outcome.

If the client paid with a credit or a gift card, that choice does not exist: the value goes back to the package or the card. If they paid in cash, there is nothing to refund and the screen refers them to you.

3. You refund an amount yourself

You can do that in two places, and they work slightly differently.

Admin → Calendar. The Refund button is at the bottom of the panel, but only if the lesson has already taken place, is paid online and has not been refunded yet.

1. Open the lesson in the calendar and click Refund at the bottom.
2. Check the amount. The full amount paid is filled in; you may lower it for a partial refund. Optionally fill in a reason.
3. Click Confirm refund and then Yes, refund. You see the message "Refund sent".

One exception to "has already taken place": if you changed an upcoming lesson to a cheaper lesson type while more had already been paid, Refund is also there, with the difference already filled in.

Admin → Payments. Every online payment that has not been refunded yet has an undo icon. That always refunds the full amount; you cannot choose your own amount here. For a package, the maximum is the part for the credits that have not been used.

Note: in the panel you open from Admin → Bookings the Refund button is not there. Go to the calendar or to Payments for that. Also for a lesson that is set to Completed or No-show you can only refund via Payments.

Golfly does not send the client an email for a refund you start yourself. If you want to let them know the money is coming, do that yourself.

What happens after a refund

• Fully refunded: the booking is cancelled automatically. If a gift card was used, that balance goes back onto the card. If this was the first lesson of a referred friend, Golfly withdraws the referrer's reward again.
• Partially refunded: the booking stays confirmed. Golfly remembers what has actually been paid, so a later change of lesson type calculates with the right amount.
• Package refunded: the package is closed and the remaining credits go to zero. Lessons already booked with that package simply stay. If you want to refund more than the unused part, cancel those lessons first so that their credits come back.

In the panel the euro icon turns red and it says "Refunded: € X on date". Under Admin → Payments the payment gets the label Refunded.

What do you do in case of a dispute or chargeback?

You handle a chargeback in your Mollie dashboard, not in Golfly. Golfly gets no message about it and changes nothing about the booking: it simply stays confirmed or completed. If you want your records to be correct, cancel the lesson yourself or mark it as no-show. Respond at Mollie within the period they state; otherwise the amount is reversed in the client's favour.

Frequently asked questions

Can I do a partial refund?

Yes, from the calendar. There the full amount paid is filled in by default and you may enter a lower amount. Via Admin → Payments the full amount always goes back.

How long before the client has their money back?

The client reads in their email that it will be in their account within 2 to 5 working days. Under Admin → Subscription, at Recent refunds, you see the status and the expected date per refund. If it says Delayed, that date has passed and there is a button to email Mollie support.

Do I get the Mollie transaction fees back on a refund?

What Mollie withholds in fees on a refund you can see in your Mollie dashboard and in the Your cash flow block under Admin → Subscription, on the Mollie fees line. See Payouts and Mollie fees.

What if a student doesn't turn up, do I have to refund?

That is your choice. Golfly does not refund anything automatically on a no-show. If you click Mark as no-show, the window says so too: nothing is refunded and the client gets no email about it. If you still want to refund, you can do so afterwards via Admin → Payments.

When does a student get a credit instead of a refund?

In two cases:

• Single lesson, cancelled in time by the client: by default Golfly keeps the value as credit. Only if the client deliberately chooses "Prefer money back?" does money go back. In the detail panel you then see Credit kept or Money refunded.
• Course, cancelled after the cancellation period: the client gets a gift card pro rata for the remaining sessions, valid for 12 months. It is under Admin → Gift cards in the participant's name. See Organising group lessons and courses.

The refund failed, what now?

For a cancellation Golfly retries every hour. Under Admin → Subscription at Recent refunds you see the status: Pending, On its way, Completed, Failed or Delayed. With Delayed there is a button Contact Mollie support with a prepared email. With Failed it says you should contact support. If you can't resolve it with Mollie, email support@golfly.nl.

Related

• Setting up Mollie Connect
• Payouts and Mollie fees
• Managing a booking from the detail panel
• Organising group lessons and courses
• Managing gift cards