Heylo collects money from members in several ways: membership dues, paid event tickets, and event donations. Admins can refund any of them.
Refunds start from the payment record itself, either in the group's Payments analytics or on the event that collected the money. Heylo refunds its own platform fee alongside the payment, so the group gives back what it received, less the card processing fee. Under Heylo's terms, refunds and cancellations are the group's responsibility, so Heylo does not refund a group's payments on a member's behalf.
Members ask an admin for a refund
A member who wants money back messages an admin of the group, who can issue the refund from the payment record. For a paid event, whether a refund is offered at all depends on the event's cancellation period, which the host sets. See update and cancel registration.
Members can review every charge and refund on their account under My Account > Payments. See receipts and payment history.
Refund a payment
Only admins can issue a refund. A host who is not an admin asks an admin of the group to do it.
Open the group and select Analytics.
On the Payments tile, select See details.
Select the payment, then select Refund in Payment options.
Confirm. The button names the exact amount Heylo returns to the member.
This list holds every payment the group has taken, so it is where membership payments and donations are refunded as well as event tickets. Switch between All, Memberships, Events, and Donations to narrow it.
Heylo confirms that the refund was initiated. The money reaches the member's card in 5 to 10 days. The payment is marked Refunded in the list once the analytics data refreshes, which can take up to a day. See Pulse analytics.
Refund an event payment
An event's own payment list updates as soon as the refund goes through, so this is the faster way to confirm one. It holds that event's payments only.
Open the event and expand Payments Collected.
Select the payment, then select Refund in Payment options.
Confirm the amount.
The attendee list offers the same refund. Select the attendee's price, then select Refund in Payment Complete. A refunded price is shown struck through, and selecting it again does nothing.
Fees on a refund
The member receives the full amount they paid. Heylo refunds its platform fee to the group as well, so the group is not out of pocket on Heylo's cut. The card processing fee is not refunded, and it is debited from the bank account linked to the group. See platform and processing fees for what each fee is.
If the group's Heylo balance does not cover a refund, Heylo recovers the amount from future payouts or from the linked bank account. See payouts and bank accounts.
Cancellations are separate
A refund returns money and nothing else. It does not remove an event registration, and it does not end a paid membership. A member on a recurring membership is charged again on the next billing date unless the membership is canceled. See cancel or change a membership.
Disputed payments
A member can ask their bank to reverse a charge instead of asking the group. That is a chargeback, and the Heylo team handles the response to the card issuer. A payment under review is marked Disputed on the event's Payments Collected list.
If the dispute is decided against the group, Heylo reverses the payment to the group and cancels any associated membership. The group is responsible for the amount and may be responsible for related fees. When the group's balance does not cover it, Heylo recovers the amount from the linked bank account or from future payments. This is set out in Heylo's terms.
Answering the member first is the cheaper path. A refund issued in Heylo settles the payment without the chargeback and the fees it can carry.