Refunds and disputes

Shindo has no refund button. Your members pay into your own Stripe account, so refunds are made in Stripe, and disputes (chargebacks) are answered in Stripe. Shindo notices both, emails you, and updates your figures.

Refund a payment

1. Open Billing in the menu.
2. Under Member payments, tap Open Stripe Dashboard → on the Stripe card.
3. In Stripe, find the payment and refund it there. That part is Stripe's, not Shindo's.

What Shindo does after a refund

• You get an email, A member charge was refunded. It names the member and the plan or item the payment was for, when Shindo recorded the payment.
• When Shindo knows whose payment it was, the family gets a short email too, with the amount of that refund, for example "Your Gym refunded $119.00 to your card ending 4242." A partial refund sends one email for its own amount. Stripe may also send them a receipt, depending on your Stripe settings.
• The revenue chart on your Dashboard goes down by the refunded amount. The Shop Sales tile still counts sales before refunds.
• A Refund row with a minus amount appears on the Transactions page, with the member's name when Shindo knows whose payment it was.
• For an event ticket, the buyer shows Refunded on the event's page. A full refund frees the seats.

A refund doesn't change the member's plan or credits. If the refund was meant to end their access, cancel their membership yourself on their member page (see Cancel a member's subscription).

The reverse is also true: cancelling a paid membership or pack in Shindo doesn't refund anything. For a membership you choose when it ends: At the end of the paid period (already picked; they are not charged again and keep training until that date) or Now. If you pick Now, Shindo reminds you that paid time is not refunded, and for a plan paid up front for several months or a year, that the rest of the term is lost. A session pack ends at once, and Shindo reminds you nothing is refunded. Any refund, including for unused days, is made in Stripe.

When a member disputes a charge

1. You get an email, A member disputed a charge, with the amount.
2. Open your Stripe dashboard from Billing and submit your evidence there. Stripe needs your response by its deadline, or the dispute is lost automatically.
3. Nothing else to do in Shindo. The disputed amount is taken off your revenue chart and shows as a Dispute row on the Transactions page.

If you win, Stripe returns the money and Shindo adds the same amount back to your revenue chart automatically. You don't need to tell us. If you lose, the deduction stays.

Who pays for refunds and chargebacks

Under Shindo's terms, chargebacks, refunds and disputes on payments to your gym are yours, not Shindo's. See Agreeing to Shindo's terms.

Related: Transactions and revenue, Cancel a member's subscription, Payouts: when money reaches your bank.