Refund a payment

A refund reverses a payment, not an invoice. Open the invoice, find the payment in its list and choose Refund. You can give back part of it or all of it, and a reason is worth writing even though it’s optional.

What can be refunded

Payments on an invoice that is settled or void. An invoice still open with a balance on it is a different situation: nobody has overpaid, so the fix is changing the amount rather than handing money back.

Refunds stack up to what the payment was worth, so two R$50 refunds against a R$100 payment exhaust it. Once every payment on an invoice has gone back in full, the invoice itself becomes refunded, which is a terminal state and says plainly that this sale was undone.

Money you took online

Card and Pix are reversed through your payment account and the member gets the money back without you doing anything else. Boleto cannot be reversed that way. Zenly still records the refund, because an invoice claiming money the member no longer has would be worse, and marks it plainly on the payment.

That line exists so nobody assumes the member has already been paid back. Money returned at the desk is the same as money taken at the desk: the record is what makes it real.

What a refund does elsewhere

Refunding does not cancel a contract or take back sessions the member has already had. Ending the arrangement is its own decision; see Pause, cancel or end a contract. If a refund leaves the contract owing money again, the usual overdue rules pick it up from there.