š Overview
Sometimes a refund isnāt the best option, such as during extenuating circumstances or when a request falls outside the refund period. In those cases, you can offer a customer account credit instead. A credit works like store credit: the customer can apply it to future purchases until itās used up.
There are two ways to issue a credit:
Coupon: Create a single-use coupon for the amount you want to credit.
Add to Balance (beta): Add a balance to the customerās account, which works like a gift card balance.
Coupons are available on all plans. Add to Balance is included in the Scale plan. Compare the plans here.
š” Consider offering a credit before issuing a refund. Credit stays with the customer and can be used toward future purchases.
š ļø Issuing a Coupon Credit
Learn how to create a one-time coupon that covers the full amount you want to credit.
Click the arrow to learn how to issue a coupon credit
Click the arrow to learn how to issue a coupon credit
Go to Financials and then select Coupons.
Click New Coupon in the top right of the screen.
In the Discount Type field, select percent or fixed amount, then enter the amount you want to credit.
Enter a unique code.
For Total Redemptions, enter 1.
For Max per Customer, enter 1.
The remaining fields are optional. If you want to customize the coupon further, you can complete any of these fields:
Click Create Coupon.
Copy the coupon code and share it with the customer.
š§āš» Adding Credit to a Customer Account
Learn how to add a balance credit to a customerās account.
š Add to Balance is currently in beta. This feature is included in the Scale plan.
Click here to learn how to add a balance
Click here to learn how to add a balance
Click Contacts, then search for the customer and click their name to open their profile.
Click the Gift Card header at the top of their account.
Click +Add to Balance.
Enter the dollar amount in the Amount box, then add any internal notes for future reference.
Verify the details on the confirmation screen and click Add to Balance. This sends the customer an email confirming the balance was added.
Click Confirm Amount.The credit now appears under Available Balance.
š Removing Credit from a Customer Account
Click the arrow to learn how to remove balance credit from a customerās account.
Click the arrow to learn how to remove balance credit from a customerās account.
Click Contacts, then search for the customer and click their name to open their profile.
Click the Gift Card header at the top of their account.
In the Available Balance section, click +Remove from Balance.
Enter the dollar amount to remove in the Amount box, then add any internal notes for future reference.
Verify the details on the confirmation screen and click Remove from Balance.
Removing a balance does not send the customer an email. Click Confirm Amount to finish.
The adjusted credit amount now appears under Available Balance.
ā ļø You can only remove an amount equal to or less than the account credit you added. If the customerās available balance includes money from a gift card redemption, you cannot remove that portion.
š Balance Activity View
The Balance Activity view appears on a customerās profile under the Gift Card header.
It lists every balance change, whether added or removed, with these fields:
Date added or removed
Description and who added it
Amount redeemed
To view internal notes for an entry, click the three-dot menu next to it.
ā Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Can a coupon be used more than once?
Click the arrow to see the answer
Click the arrow to see the answer
No. Setting Total Redemptions and Max per Customer to 1 makes the coupon a one-time use.
Does the customer receive an email when I add credit?
Click the arrow to see the answer
Click the arrow to see the answer
Yes. Confirming an Add to Balance sends the customer an email confirming the balance was added. Removing a balance does not send an email.
Can I remove more credit than I added?
Click the arrow to see the answer
Click the arrow to see the answer
No. You can only remove an amount equal to or less than the account credit you added. You cannot remove the portion of the balance that came from a gift card redemption.