Whether your client needs to be removed from class, or they made a purchase (and changed their mind), issuing refunds is simple—and straightforward—with Walla.

How to Issue a Refund

You can issue a refund directly from a client's profile or from the class roster, depending on the situation.

Issue a Refund via the Client Profile

To access a client profile to issue a refund, you can either find their name on the software homepage by using the search toolbar, clicking on their name in a class roster, or going to the Contacts tab and searching for them there.

To issue a refund on a transaction, please follow the steps below:

In the main Client Profile, choose the Transactions tab
Click on the three dots next to the transaction you’d like to refund and choose Refund
A pop-up will appear for you to confirm that you have selected the transaction you want to refund
Before refunding the payment review the refund and choose Confirm

Remove a Client from a Class and Issue a Refund

Under the class roster for a specific class, find the client name, click the three dots to the right of their name
Right-click and select Remove from Class
A pop-up will appear, giving you the option to return the amount paid to their plan credits/ or to their original payment method or Do not refund

Default Refund Payment Method

When issuing a refund, Walla will suggest a default refund method based on the type of transaction and your refund policy settings. These defaults are designed to match your business rules—but you can always manually override them in the Refund Payment pop-up.

If you're refunding a class or appointment penalty fee, Walla checks your refund policy settings to determine the default refund method.

For example:

Appointments

Late Cancel: Refunds default to account balance if your setting is “restrict refund to account balance”
No-Show: Same logic—defaults to account balance if your policy restricts refunds
Settings can be found in your appointment Online Cancelation & Refund Policy section:
- “When a client cancels or no-shows for an appointment, restrict refund to account balance”

Classes

Similar settings exist under your Class Refund Policy
- “When a client cancels or no-shows for a class, restrict refund to account balance”
If these are enabled, account balance will be pre-selected during refund

Partial Refunds

Walla makes it easy to issue full or partial refunds directly from a client’s profile or from the report center. If you need to refund only a portion of the original payment—for example, a no-show fee or partial class credit—follow the steps below.

How to Issue a Partial Refund

You can initiate a partial refund from a transaction in the Client Profile or from the Sales Report.

Go to the Transactions tab in the client profile
Choose the ... menu next to the relevant transaction and select Refund
In the Refund Payment pop-up, select Partial Refund from the dropdown
The Refund Amount field will appear—enter the amount you'd like to refund
- The amount cannot exceed the original transaction total
- If you enter too much, a red error will appear
Select a payment method to return funds:
- Original credit card
- Account balance
- Cash
  Note: The default will vary based on a few factors
Enter a reason for the refund (100 character limit)
Choose Confirm

✅ A “Successfully refunded” message will display when the refund is processed.

Once a refund has been initiated, it cannot be reversed through Stripe. For this reason, it is especially important to confirm all details are accurate before proceeding.

What Can and Can Not Be Partially Refunded

Only the following payment methods support partial refunds:

Credit card (including Stripe Terminal transactions)

Partial refunds are not supported for:

Passes
Credits
Credits + Cash
Cash-only transactions
Account balance
Gift cards
Split payments (e.g., credit card + gift card)

If the original payment method is not eligible, the Partial Refund option will be disabled.

If a Partial Refund Has Already Been Issued

If any portion of a transaction has already been refunded, the Full Refund option will be greyed out, and only the remaining balance can be refunded.

You’ll still see the “Refund” option if any refundable amount remains. If the transaction is fully refunded, the button will be greyed out with hover text that reads “Already refunded.”

Tax Calculations for Partial Refunds

When you issue a partial refund, the amount you enter is inclusive of tax.

🔢 Walla does not calculate tax automatically for partial refunds. You are responsible for including tax in your total refund amount. In other words:

The refund amount you enter is the total amount that will be refunded to the customer (including tax).
The system does not automatically add tax on top of the amount you enter. This is intentional as the partial refund isn't tied to specific items, so the system doesn't automatically calculate tax when completing a partial refund.
You are responsible for manually calculating the appropriate tax amount to include in your refund total.

Example:
To refund $30 pre-tax at a 5.5% rate:

$30 × 0.055 = $1.65 tax
$30 + $1.65 = $31.65
Enter $31.65 as the refund amount

Class Late Cancellations, No-Shows, and Waitlists Settings FAQ

Walla Export Capabilities: Reports and Other Downloadable Data by Product Area

Available Reports

Has Account Balance Condition