---
title: How do I refund a member?
description: How to refund a member in Octiv — the steps differ for Paystack (South Africa) and Octiv Pay powered by Stripe (EU and other regions).
---
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# How do I refund a member?
## How to refund a member in Octiv — the steps differ for Paystack (South Africa) and Octiv Pay powered by Stripe (EU and other regions).
How you refund a member depends on your payment processor.
**Paystack (South Africa)**
Paystack refunds are processed by the Octiv team on your behalf.
1. Email **support@octivfitness.com** with the member's name and the invoice or transaction reference.
2. We'll process the refund. As quoted by Paystack, it typically reflects in the member's account within **3–12 business days**.
3. If the member should no longer have access, **deactivate the relevant package** on their profile.
**Octiv Pay (powered by Stripe) — EU and other regions**
If your facility uses Octiv Pay (powered by Stripe), you process refunds yourself:
1. Go to **Accounts \>\> Payouts \>\> Recent Payments**.
2. Find and **click on the payment** you want to refund.
3. Click **Begin Refund**.
4. Enter the **amount** to refund — partial refunds are allowed, so you can refund less than the full payment.
5. Select a **reason** from the dropdown and add any **notes**.
6. Click **Refund** to complete it.
7. If the member should no longer have access, **deactivate the relevant package** on their profile.
**If your balance is too low to cover a refund (Octiv Pay powered by Stripe)**
Refunds are drawn from your balance. To check it, go to **Accounts \>\> Payouts \>\> Recent Payouts** and click **See Details**. You'll see your balance broken down as *On the way to your bank*, *Upcoming payouts (estimated)*, *Available in your balance*, and *Total balance*.
The **"Future refunds, disputes, or negative balance"** section holds funds set aside to cover refunds, disputes, and negative balances. If you need more available funds, click **Add to balance** to top it up (or **Withdraw** to move funds out). Otherwise, your available funds are paid out to your bank automatically each day.
**A credit note is not a refund**
Issuing a credit note flags that a member has overpaid — it does **not** return money to them, and it does **not** automatically apply to their next invoice. To return money to a member, use the refund process above. To adjust or write off what a member owes, see *[How do I cancel an invoice or issue a credit note?](https://knowledge.octivfitness.com/how-do-i-cancel-an-invoice-or-issue-a-credit-note?hsLang=en)*
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