Refund Shows in Stripe But Not in Enhance (Manager Suite / Client App)

If you processed a refund for a member — in Stripe, in Enhance, or both — and Stripe shows it correctly but the member's package or subscription in Enhance (Manager Suite or Client App) still shows as active, unrefunded, or with the wrong refunded amount, this article explains why and what to do.

Symptoms

You may see one or more of the following:

• You processed a partial refund in Stripe (common for packages with remaining sessions), but the package in Enhance still shows the original charge amount, or an incorrect refunded amount.
• You processed a refund directly in Enhance, saw it succeed and confirmed it in Stripe, but when you go back to check, Enhance no longer shows it as refunded.
• You refunded and cancelled a member's subscription in Enhance, Stripe reflects the refund, but the package in Enhance still shows as active.
• You attempted a partial refund in Enhance and found you're unable to complete it there at all, forcing you to process it in Stripe instead.
• You're unable to initiate any refund from within Manager Suite for a member's account.

Cause

Enhance and Stripe are separate systems that need to stay in sync for a transaction's refund status. Based on confirmed support cases, two things can cause the mismatch:

• Partial refunds in particular have been reported as not completing successfully within Enhance itself, which leads staff to process the partial refund directly in Stripe. When that happens, Enhance does not automatically pick up the refunded amount, so the package record is left showing the original (or an incorrect) amount.
• Refunds processed within Enhance have also been reported to not persist — the refund succeeds and is visible in Stripe, but the record in Enhance reverts to showing the transaction as not refunded, or the package as still active, when checked again.

Enhance Support has been made aware of these sync issues; a root-cause fix was not confirmed as complete at the time this article was written (see Publishing Notes).

Solution

There is currently no self-service fix for this from within Manager Suite. In every confirmed case, the resolution was for staff to process the refund in Stripe and then have Enhance Support manually correct the record on the Enhance side.

Option 1: Refund already processed in Stripe, not reflecting in Enhance

1. Confirm the refund is showing correctly on the Stripe side (amount and date).
2. Contact Enhance Support and provide:
3. Member name and member ID
4. Club/location (name and number)
5. Package or transaction ID (and Stripe customer ID if you have it, e.g. cus_...)
6. Date and amount of the original charge
7. Date and amount of the refund processed in Stripe
8. Whether it was a full or partial refund, and (for partial refunds) how many sessions/units remain
9. Support will manually update the Enhance record to match Stripe. There is no confirmed self-service way to trigger this sync yourself.

Option 2: Refund processed in Enhance, but it reverted to unrefunded/active

1. Confirm the refund is showing correctly in Stripe.
2. Contact Enhance Support with the same details listed in Option 1, and note that the refund was originally entered in Enhance (not Stripe) and appeared to succeed before reverting.
3. Support will investigate and correct the record.

If you can't process any refund in Manager Suite

Contact Enhance Support directly — this has been reported separately from the sync issue above and needs to be handled case by case.

Note: Do not attempt to re-process the same refund a second time in Stripe while waiting on a fix — this risks a duplicate refund. Contact Support with the details above instead.

Prevention

After processing any refund (full or partial) — whether in Stripe or in Enhance — go back and confirm the package/transaction still shows the correct refunded status in Enhance before considering the ticket closed. If it doesn't, contact Support right away with the transaction details rather than retrying the refund.

Still Having Issues?

If your refund still isn't reflecting correctly after contacting Support, or if you're seeing a different billing discrepancy (duplicate charge, a price mismatch on a custom package, a chargeback notice, or a charge a member says they didn't authorize), reply to your existing ticket or open a new one with Enhance Support and include the transaction details above. These are being tracked as related but distinct billing issues.

Related Articles

• How to process a refund in Manager Suite (needs to be created — see Publishing Notes)
• Understanding chargebacks and how to respond (needs to be created — see Publishing Notes)