Refunding a Client in IZI: Procedure

Refunding a Client in IZI: Procedure

A refund in IZI is an operation that removes funds from the client’s monetary balance back to the register. Used when a client wants to retrieve unspent funds in cash, for an erroneous top-up, or when resolving a dispute. The refund permission is controlled by role settings: the built-in Administrator role includes it; for custom roles (such as a “Cashier” or “Manager” role you create), the owner decides whether to include it.

When a Refund Applies

Situation	What to Do
Client wants to return unspent balance	Full balance refund
Accidentally topped up too much	Partial refund for the difference
Client paid twice	Refund of the duplicate via CRM or provider (online)
Complaint about service quality	Partial refund or compensation at manager’s discretion

What Can Be Refunded

Refunds apply only to the client’s monetary balance — real money they deposited. Cannot be refunded:

• Money already charged for sessions or purchases (service rendered)
• Bonus balance — bonuses cannot be withdrawn technically

How to Process a Refund

Step 1. Ensure a Shift Is Open

A refund is a register operation. Without an open shift, the refund button is locked.

Step 2. Open the Client Card

Find the client via name, phone, or app QR code search. Open their card.

Step 3. Go to Transaction History

In the “Transaction History” tab, find the top-up for which the refund is being processed. Click on the transaction.

Step 4. Select “Refund” or Click the Refund Button in the Card

Depending on the CRM version, refunds are available two ways:

• Via the Refund button in the client card (a form with the current balance opens)
• Via the “Refund” action on the specific top-up transaction

Step 5. Enter the Amount and Return Method

• Amount: full (entire remaining balance) or partial (any amount ≤ current monetary balance)
• Return method: cash or back to card — depends on how the client originally paid

If the client paid by card — it’s preferable to refund to the card (most banks’ policy). If they paid cash — refund cash from the register.

Step 6. Add a Reason

The “Reason” field is required for refunds. Enter a specific reason: “Client relocating,” “Erroneous top-up,” “Service quality complaint.”

The comment is visible in operation history and helps during subsequent reconciliations.

Step 7. Confirm the Operation

After confirmation:

• The client’s monetary balance decreases by the refund amount
• A “Refund” type entry appears in transaction history
• The shift register decreases by the corresponding payment channel amount
• If a cash register is connected — a refund receipt print command is automatically sent

Step 8. Return the Funds to the Client

Cash — from the cash drawer, with the client’s signature if required by your procedures. Card refund — via the terminal (refund to card) or initiated through the provider.

Partial Refund

For a partial refund, the system prompts for a specific amount. After processing:

• The refunded amount is removed from the balance
• The remaining balance continues to work
• The transaction history shows a “Partial Refund” entry with the amount

Partial refunds are used for compensation: for example, refunding 30% for a technical failure during a session, without closing the client’s entire account.

Online Top-Up Refund

If the client topped up via the mobile app (online acquiring), the mechanics differ:

1. In IZI CRM, process the balance refund in the standard way — funds are removed from the balance.
2. Actual crediting of funds back to the client’s card — via the payment provider. IZI initiates the refund command; the provider sends money to the card (typically 3–10 business days).

Ensure the provider has the refund operation configured. If not — the refund must be processed as cash from the register, and the online transaction reconciled manually with the provider.

Fiscal Considerations

When a cash register is connected, IZI automatically generates a refund receipt for each operation. The receipt contains:

• Refund amount
• Operation type (refund of receipt)
• Date and time
• Cashier data

Without a cash register, the operation is recorded only in IZI — the electronic receipt is available in the client card.

How a Refund Affects Reporting

A refund reduces shift revenue for the corresponding channel. The shift dashboard has a “Refunds” line — showing the total refund volume for the period.

During financial reconciliation:

• Cash in the register = receipts − cash refunds
• If refunds aren’t accounted for during reconciliation — a false cash discrepancy will appear

More on reconciliation — in Financial Transaction Reconciliation.

Handling Disputed Situations

If a client demands a refund after multiple balance uses — cross-reference the transaction history: how much was deposited, how much was spent, what the remaining balance is. A refund is only processed on the remaining balance.

If a client claims they topped up but the funds weren’t credited — check the transaction history in the CRM and compare with register/terminal data. If an error is confirmed — adjustment via Manual Balance Adjustment.

See Also

• Manual Balance Adjustment — correcting erroneous operations
• Transaction History — finding a transaction for refund
• Top-Up via App — specifics of online payment refunds