How do I refund a member?

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?