Refunds
Refund a member
How refunds work on Soul: refund a payment yourself, answer a member's refund request, and what fees, payouts and members see.
Refunds come out of your earnings and go back to the member's original card. You can refund all or part of a payment, either on your own initiative from the payment, or in answer to a request a member sends.
Two ways a refund starts
| Starts with | Where you act | Guide |
|---|---|---|
| You decide to refund | The payment, in Business → Payouts & Transactions | Refund a payment below |
| A member requests a refund | Business → Refund Requests | Answer a refund request |
Members can request a refund after they cancel a paid session booking, event registration or course enrollment, if your refund policy allows refunds for it. For membership payments, you refund from the payment.
Before you refund
Your refund policy decides what's possible:
| Setting | Effect on refunds |
|---|---|
| Refunds allowed (portal default) | Members see refund information and can request refunds. You can refund payments. |
| Refunds off for an offering | The refund dialog shows "Refunds are off for this product." with links to your global refund policy or that product's refund policy to create an override. |
| Practitioner-funded full refunds on | You can refund the whole amount the member paid, including Stripe's fee, which comes out of your earnings. |
| Practitioner-funded full refunds off | You can refund up to the net amount: what you received after Stripe's fee. |
Your membership has its own Refund policy card on Business → Pricing, which overrides your portal default for subscriptions only.
Refund a payment
Find the payment
Go to Business → Payouts & Transactions → Transactions. Search by the member's name or filter by offering, then click the payment.
Click Refund
Click Refund at the top of the payment. The Refund transaction dialog opens. If a member has already asked for a refund on this payment, the dialog sends you to that request instead.
Choose the reason
Pick a Refund reason category: Customer request, Practitioner request or Other.
Check the limits
The dialog shows the Customer's refundable amount (what's left of their payment) and your Direct refund limit (what your policy lets you refund).
Set the amount
The Refund amount (USD) starts at your direct refund limit. Lower it for a partial refund. Optionally add a Reason ("Optional note for this refund").
Confirm
Click Continue. You'll see "Transaction refunded" (full) or "Refund processed" (partial). The payment's status becomes Refunded or Partially refunded.
The member is emailed "Your refund has been processed" with the amount, and whatever you typed in Reason is included as a note. Write it as if you're writing to them.
You can refund the same payment more than once, as long as something is left to refund. The Refund button disappears once the whole payment has been refunded.
Full refunds and fees
Stripe keeps its processing fee when you refund. By default you can refund up to the net amount, so you're not out of pocket for the fee. To refund everything the member paid, turn on Practitioner-funded full refunds in Settings → Refund Policy, or allow full refunds on that offering's override. The fee then comes out of your earnings.
If your policy keeps you to the net amount, the dialog says "Your policy limits direct refunds to the net amount. To refund the full customer payment (including fees), enable creator-funded full refunds."
What happens after a refund
| Who | What happens |
|---|---|
| The member | Money back on their original payment method. Banks can take several days to show it. They get a "Your refund has been processed" email. |
| The payment | Status Refunded or Partially refunded. Its page shows, for example, "Refunded $20.00 on Oct 2, 2026 • Couldn't attend". |
| Your payouts | If the money was still a pending payout, that payout goes down. If it had already reached your Stripe account, the refund comes out of your Stripe balance. |
| Your numbers | Total Revenue and Net Earnings in Analytics go down by the refund. Refund & Success counts it. |
A refund can't be undone. It returns the money to the member and reverses the related payout.