How do I refund a payment?

Q: Does refunding a payment cancel the client's subscription?

No. A refund only returns money for that one payment; the subscription keeps billing. Cancel the subscription separately if the client is leaving.

Issue a full or partial refund from any payment list, and understand what a refund does and doesn't change.

Written by the Fitsly TeamUpdated Sep 25, 2026 · 1 min read

Verified Sep 25, 2026Web

Refunds are issued from any list where a payment appears in the web dashboard. Stripe returns the money to the client's original payment method.

At a glance

Where

Any payment list → Refund payment

You'll need

A successful payment and enough Stripe balance to cover it

Ends with

The invoice marked Refunded or Partial refund

Refund a payment

Find the payment. It appears in Payments → Overview (recent payments), a package's Money in & out list, the subscriber drawer's payment history, or the client profile's payment history.
Choose Refund payment.
Pick the refund type. Full refund reads Refund remaining if part of the payment has already been refunded; Partial refund asks for an amount. The modal shows how much of the payment remains. Full refundPartial refund
Confirm.

Stripe issues the refund to the original payment method, and the client's bank notifies them when the funds settle.

Refund rules

Rule

Rule	Behaviour
What's refundable	Successful payments only, full or partial
Partial cap	Up to the amount not yet refunded
Balance check	Blocked if your Stripe balance — available plus pending, in the payment's currency — can't cover the refund
Destination	The buyer's original payment method
Platform fee	Fitsly's 2% platform fee on the payment is returned with the refund, proportionally for a partial refund
Subscription	Refunding does not cancel the subscription

Things to watch out for

Refunds don't return a coupon redemption. Redemption counts only go up, so a refunded purchase still counts against a capped coupon.
Refunds are web-only. Like everything else in Payments, they're not available in the coach mobile app, and team members can't see the Payments menu at all.

Quick answers

Why is the refund button blocked?

Refunds are blocked when the payment is already fully refunded, or when your Stripe balance (available plus pending) is too low to cover the refund — the check stops your account going negative. Once more client payments come in and your balance covers it, the refund goes through.

Does refunding a payment cancel the client's subscription?

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