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Golfly","\u002Fen\u002Fcoach\u002Fgoogle-agenda-koppelen","en\u002Fcoach\u002Fgoogle-agenda-koppelen",{"title":492,"path":493,"stem":494},"Your Google Business Profile: being found and collecting reviews","\u002Fen\u002Fcoach\u002Fgoogle-bedrijfsprofiel","en\u002Fcoach\u002Fgoogle-bedrijfsprofiel",{"title":496,"path":497,"stem":498},"Group requests: company outings, clinics and tournaments","\u002Fen\u002Fcoach\u002Fgroepsaanvragen","en\u002Fcoach\u002Fgroepsaanvragen",{"title":500,"path":501,"stem":502},"Organising group lessons and courses","\u002Fen\u002Fcoach\u002Fgroepslessen","en\u002Fcoach\u002Fgroepslessen",{"title":504,"path":505,"stem":506},"Connecting iGolfInstructor to Golfly","\u002Fen\u002Fcoach\u002Figolfinstructor-koppelen","en\u002Fcoach\u002Figolfinstructor-koppelen",{"title":508,"path":509,"stem":510},"What does your client see in My Account?","\u002Fen\u002Fcoach\u002Fklant-mijn-account","en\u002Fcoach\u002Fklant-mijn-account",{"title":512,"path":513,"stem":514},"Managing your clients: list, client card, adding and deleting","\u002Fen\u002Fcoach\u002Fklanten-beheren","en\u002Fcoach\u002Fklanten-beheren",{"title":516,"path":517,"stem":518},"Setting up lesson packages","\u002Fen\u002Fcoach\u002Flespakketten","en\u002Fcoach\u002Flespakketten",{"title":520,"path":521,"stem":522},"Lesson updates: how to stay in touch with your client","\u002Fen\u002Fcoach\u002Flesson-notes","en\u002Fcoach\u002Flesson-notes",{"title":524,"path":525,"stem":526},"Creating and managing lesson types","\u002Fen\u002Fcoach\u002Flesson-types-beheren","en\u002Fcoach\u002Flesson-types-beheren",{"title":528,"path":529,"stem":530},"Setting up your link page (link in bio)","\u002Fen\u002Fcoach\u002Flink-pagina","en\u002Fcoach\u002Flink-pagina",{"title":532,"path":533,"stem":534},"Using live coaching (beta)","\u002Fen\u002Fcoach\u002Flive-coaching","en\u002Fcoach\u002Flive-coaching",{"title":536,"path":537,"stem":538},"Working with multiple locations","\u002Fen\u002Fcoach\u002Flocaties","en\u002Fcoach\u002Flocaties",{"title":540,"path":541,"stem":542},"The monthly summary in your inbox","\u002Fen\u002Fcoach\u002Fmaandoverzicht","en\u002Fcoach\u002Fmaandoverzicht",{"title":544,"path":545,"stem":546},"Your marketplace profile: getting found on golfly.nl","\u002Fen\u002Fcoach\u002Fmarketplace-profiel","en\u002Fcoach\u002Fmarketplace-profiel",{"title":548,"path":549,"stem":550},"Notifications for your client: what your student sees and sets","\u002Fen\u002Fcoach\u002Fmeldingen-klant","en\u002Fcoach\u002Fmeldingen-klant",{"title":552,"path":553,"stem":554},"Setting up Mollie Connect","\u002Fen\u002Fcoach\u002Fmollie-connect","en\u002Fcoach\u002Fmollie-connect",{"title":556,"path":557,"stem":558},"Drills: your video library","\u002Fen\u002Fcoach\u002Foefeningen-bibliotheek","en\u002Fcoach\u002Foefeningen-bibliotheek",{"title":560,"path":561,"stem":562},"Setting quiet-hours rates","\u002Fen\u002Fcoach\u002Foff-peak-tarieven","en\u002Fcoach\u002Foff-peak-tarieven",{"title":564,"path":565,"stem":566},"At the club today (releasing last-minute bookings)","\u002Fen\u002Fcoach\u002Fop-de-baan-vandaag","en\u002Fcoach\u002Fop-de-baan-vandaag",{"title":568,"path":569,"stem":570},"Connecting ProAgenda to Golfly","\u002Fen\u002Fcoach\u002Fproagenda-koppelen","en\u002Fcoach\u002Fproagenda-koppelen",{"title":572,"path":573,"stem":574},"Helping your clients complete their profile","\u002Fen\u002Fcoach\u002Fprofiel-aanvullen-nudge","en\u002Fcoach\u002Fprofiel-aanvullen-nudge",{"title":576,"path":577,"stem":578},"Turning on push notifications and installing your app","\u002Fen\u002Fcoach\u002Fpushmeldingen","en\u002Fcoach\u002Fpushmeldingen",{"title":580,"path":581,"stem":582},"Reactivation: win back old clients and leads","\u002Fen\u002Fcoach\u002Freactivatie","en\u002Fcoach\u002Freactivatie",{"title":584,"path":585,"stem":586},"Referral programme: one free month per coach you bring in","\u002Fen\u002Fcoach\u002Freferral-programma","en\u002Fcoach\u002Freferral-programma",{"title":588,"path":589,"stem":590},"Issuing refunds and handling disputes","\u002Fen\u002Fcoach\u002Frefunds-en-disputes","en\u002Fcoach\u002Frefunds-en-disputes",{"title":592,"path":593,"stem":594},"Creating report cards for your client","\u002Fen\u002Fcoach\u002Freport-cards","en\u002Fcoach\u002Freport-cards",{"title":596,"path":597,"stem":598},"Using the Free Swing Check as a lead funnel","\u002Fen\u002Fcoach\u002Fswing-check","en\u002Fcoach\u002Fswing-check",{"title":600,"path":601,"stem":602},"Multilingual content with the AI translate button","\u002Fen\u002Fcoach\u002Ftweetalige-content","en\u002Fcoach\u002Ftweetalige-content",{"title":604,"path":605,"stem":606},"Payouts and Mollie fees","\u002Fen\u002Fcoach\u002Fuitbetalingen-en-kosten","en\u002Fcoach\u002Fuitbetalingen-en-kosten",{"title":608,"path":609,"stem":610},"What does your client see under Recurring lesson?","\u002Fen\u002Fcoach\u002Fvaste-les-klant","en\u002Fcoach\u002Fvaste-les-klant",{"title":612,"path":613,"stem":614},"Recurring lessons: subscriptions for regular lessons","\u002Fen\u002Fcoach\u002Fvaste-lessen","en\u002Fcoach\u002Fvaste-lessen",{"title":616,"path":617,"stem":618},"Creating and managing discount vouchers","\u002Fen\u002Fcoach\u002Fvouchers-beheren","en\u002Fcoach\u002Fvouchers-beheren",{"title":620,"path":621,"stem":622},"Friends programme: let clients invite friends","\u002Fen\u002Fcoach\u002Fvriendenprogramma","en\u002Fcoach\u002Fvriendenprogramma",{"title":624,"path":625,"stem":626},"What does 'What Golfly earned you' mean on your dashboard?","\u002Fen\u002Fcoach\u002Fwat-golfly-je-opleverde","en\u002Fcoach\u002Fwat-golfly-je-opleverde",{"title":628,"path":629,"stem":630},"Requesting the WhatsApp assistant","\u002Fen\u002Fcoach\u002Fwhatsapp-assistent","en\u002Fcoach\u002Fwhatsapp-assistent",{"title":632,"path":633,"stem":634},"The WhatsApp inbox: reading along with your assistant","\u002Fen\u002Fcoach\u002Fwhatsapp-inbox","en\u002Fcoach\u002Fwhatsapp-inbox",false,{"id":637,"title":588,"audience":107,"author":638,"author_credentials":639,"body":640,"covers":1026,"description":1030,"extension":1031,"last_updated":1032,"links":1033,"locale":323,"meta":1034,"navigation":1035,"path":589,"pillar":1036,"related":1037,"schema_type":1043,"seo":1044,"stem":590,"__hash__":1045},"helpArticles\u002Fen\u002Fcoach\u002Frefunds-en-disputes.md","Sjoerd Ligtvoet","Founder, Golfly",{"type":641,"value":642,"toc":1003},"minimark",[643,648,652,655,659,664,680,708,719,723,726,736,739,743,746,756,779,782,788,801,804,808,828,839,843,846,850,854,857,861,874,878,892,896,903,907,910,935,939,977,981],[644,645,647],"h2",{"id":646},"what-is-a-refund","What is a refund?",[649,650,651],"p",{},"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.",[649,653,654],{},"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.",[644,656,658],{"id":657},"three-ways-money-goes-back","Three ways money goes back",[660,661,663],"h3",{"id":662},"_1-you-cancel-a-paid-lesson-yourself","1. You cancel a paid lesson yourself",[649,665,666,667,671,672,675,676,679],{},"Open the lesson via ",[668,669,670],"strong",{},"Admin → Calendar"," or ",[668,673,674],{},"Admin → Bookings",", click ",[668,677,678],{},"Cancel"," and confirm. The confirmation window shows beforehand what happens to the money:",[681,682,683,690,696,702],"ul",{},[684,685,686,689],"li",{},[668,687,688],{},"Paid online:"," \"The payment of € X will be refunded.\" Golfly refunds the full amount via Mollie.",[684,691,692,695],{},[668,693,694],{},"Paid with a credit:"," \"The credit goes back to the client's package.\"",[684,697,698,701],{},[668,699,700],{},"Paid with a gift card:"," the balance goes back onto the card.",[684,703,704,707],{},[668,705,706],{},"Cash or card:"," there is no line about money, because there is nothing to refund.",[649,709,710,711,714,715,718],{},"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 ",[668,712,713],{},"Admin → Subscription"," under ",[668,716,717],{},"Recent refunds",".",[660,720,722],{"id":721},"_2-your-client-cancels-themselves-and-chooses-money-back","2. Your client cancels themselves and chooses money back",[649,724,725],{},"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.",[649,727,728,729,732,733,718],{},"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 ",[668,730,731],{},"Money refunded"," with the reason under ",[668,734,735],{},"Cancel flow outcome",[649,737,738],{},"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.",[660,740,742],{"id":741},"_3-you-refund-an-amount-yourself","3. You refund an amount yourself",[649,744,745],{},"You can do that in two places, and they work slightly differently.",[649,747,748,751,752,755],{},[668,749,750],{},"Admin → Calendar."," The ",[668,753,754],{},"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.",[757,758,759,765,768],"ol",{},[684,760,761,762,764],{},"Open the lesson in the calendar and click ",[668,763,754],{}," at the bottom.",[684,766,767],{},"Check the amount. The full amount paid is filled in; you may lower it for a partial refund. Optionally fill in a reason.",[684,769,770,771,774,775,778],{},"Click ",[668,772,773],{},"Confirm refund"," and then ",[668,776,777],{},"Yes, refund",". You see the message \"Refund sent\".",[649,780,781],{},"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.",[649,783,784,787],{},[668,785,786],{},"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.",[649,789,790,791,793,794,671,797,800],{},"Note: in the panel you open from ",[668,792,674],{}," the Refund button is not there. Go to the calendar or to Payments for that. Also for a lesson that is set to ",[668,795,796],{},"Completed",[668,798,799],{},"No-show"," you can only refund via Payments.",[649,802,803],{},"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.",[644,805,807],{"id":806},"what-happens-after-a-refund","What happens after a refund",[681,809,810,816,822],{},[684,811,812,815],{},[668,813,814],{},"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.",[684,817,818,821],{},[668,819,820],{},"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.",[684,823,824,827],{},[668,825,826],{},"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.",[649,829,830,831,835,836,718],{},"In the panel the euro icon turns red and it says \"Refunded: € X on ",[832,833,834],"span",{},"date","\". Under Admin → Payments the payment gets the label ",[668,837,838],{},"Refunded",[644,840,842],{"id":841},"what-do-you-do-in-case-of-a-dispute-or-chargeback","What do you do in case of a dispute or chargeback?",[649,844,845],{},"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.",[644,847,849],{"id":848},"frequently-asked-questions","Frequently asked questions",[660,851,853],{"id":852},"can-i-do-a-partial-refund","Can I do a partial refund?",[649,855,856],{},"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.",[660,858,860],{"id":859},"how-long-before-the-client-has-their-money-back","How long before the client has their money back?",[649,862,863,864,866,867,869,870,873],{},"The client reads in their email that it will be in their account within 2 to 5 working days. Under ",[668,865,713],{},", at ",[668,868,717],{},", you see the status and the expected date per refund. If it says ",[668,871,872],{},"Delayed",", that date has passed and there is a button to email Mollie support.",[660,875,877],{"id":876},"do-i-get-the-mollie-transaction-fees-back-on-a-refund","Do I get the Mollie transaction fees back on a refund?",[649,879,880,881,884,885,888,889,718],{},"What Mollie withholds in fees on a refund you can see in your Mollie dashboard and in the ",[668,882,883],{},"Your cash flow"," block under Admin → Subscription, on the ",[668,886,887],{},"Mollie fees"," line. See ",[890,891,604],"a",{"href":605},[660,893,895],{"id":894},"what-if-a-student-doesnt-turn-up-do-i-have-to-refund","What if a student doesn't turn up, do I have to refund?",[649,897,898,899,902],{},"That is your choice. Golfly does not refund anything automatically on a no-show. If you click ",[668,900,901],{},"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.",[660,904,906],{"id":905},"when-does-a-student-get-a-credit-instead-of-a-refund","When does a student get a credit instead of a refund?",[649,908,909],{},"In two cases:",[681,911,912,923],{},[684,913,914,917,918,671,921,718],{},[668,915,916],{},"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 ",[668,919,920],{},"Credit kept",[668,922,731],{},[684,924,925,928,929,932,933,718],{},[668,926,927],{},"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 ",[668,930,931],{},"Admin → Gift cards"," in the participant's name. See ",[890,934,500],{"href":501},[660,936,938],{"id":937},"the-refund-failed-what-now","The refund failed, what now?",[649,940,941,942,944,945,947,948,951,952,951,955,951,957,671,960,962,963,965,966,969,970,972,973,718],{},"For a cancellation Golfly retries every hour. Under ",[668,943,713],{}," at ",[668,946,717],{}," you see the status: ",[668,949,950],{},"Pending",", ",[668,953,954],{},"On its way",[668,956,796],{},[668,958,959],{},"Failed",[668,961,872],{},". With ",[668,964,872],{}," there is a button ",[668,967,968],{},"Contact Mollie support"," with a prepared email. With ",[668,971,959],{}," it says you should contact support. If you can't resolve it with Mollie, email ",[890,974,976],{"href":975},"mailto:support@golfly.nl","support@golfly.nl",[644,978,980],{"id":979},"related","Related",[681,982,983,987,991,995,999],{},[684,984,985],{},[890,986,552],{"href":553},[684,988,989],{},[890,990,604],{"href":605},[684,992,993],{},[890,994,452],{"href":453},[684,996,997],{},[890,998,500],{"href":501},[684,1000,1001],{},[890,1002,460],{"href":461},{"title":1004,"searchDepth":1005,"depth":1006,"links":1007},"",1,2,[1008,1009,1015,1016,1017,1025],{"id":646,"depth":1006,"text":647},{"id":657,"depth":1006,"text":658,"children":1010},[1011,1013,1014],{"id":662,"depth":1012,"text":663},3,{"id":721,"depth":1012,"text":722},{"id":741,"depth":1012,"text":742},{"id":806,"depth":1006,"text":807},{"id":841,"depth":1006,"text":842},{"id":848,"depth":1006,"text":849,"children":1018},[1019,1020,1021,1022,1023,1024],{"id":852,"depth":1012,"text":853},{"id":859,"depth":1012,"text":860},{"id":876,"depth":1012,"text":877},{"id":894,"depth":1012,"text":895},{"id":905,"depth":1012,"text":906},{"id":937,"depth":1012,"text":938},{"id":979,"depth":1006,"text":980},[1027,1028,1029],"admin\u002Fbookings","admin\u002Fcalendar","admin\u002Fpayments","When Golfly refunds money itself, where the Refund button is and what to do in case of a chargeback.","md","2026-10-27",null,{},true,"payments-and-refunds",[1038,1039,1040,1041,1042],"mollie-connect","uitbetalingen-en-kosten","boeking-beheren","groepslessen","cadeaubonnen","HowTo",{"title":588,"description":1030},"1AmNrWgq2ZQ2PWe9if-0RUvJeCRKIFqThDioyWTWP2Q",[1047,1049],{"title":584,"path":585,"stem":586,"description":1048,"children":-1},"How to earn a free month per coach you bring in with your referral link, what the statuses and limits are, and why the link currently still has to be reported by hand.",{"title":592,"path":593,"stem":594,"description":1050,"children":-1},"A report card is a typed lesson report with focus points, drills, optional Trackman data and a personal note. You type it in the same screen as a lesson update. How to create one, what your client receives and what happens afterwards.",1794558424068]