Sometimes misunderstandings and errors are unavoidable, it can’t thereby be ruled out that a customer that has booked and prepaid via Treatwell (Treatwell App, treatwell.co.uk or treatwell.ie) ends up not receiving all services they had booked. In such a situation, namely if the customer qualifies for a refund of a prepayment done via Treatwell, always proceed as follows:
Instruct the customer that prepayments can only be refunded entirely and that the customer has to approach Treatwell since you can’t issue the refund. The customer should then call our customer experience team (UK: 0330 100 3515, IE: 01 5360825). The new and correct subtotal has to be paid on-site instead. In order to do this, create a new appointment including those services that have actually been performed and perform a checkout choosing the on-site payment method. Then open the original booked appointment and add a note that describes the case. Afterwards, leave the appointment in the calendar (without performing a checkout) as it will vanish as part of the actual refund later.
* Please note that this procedure only applies for venues using POS.