How do I refund a payment?

A refund sends money back to the card that paid. Where you press the button depends on what was bought.

Before you begin

• Only owners (and managers) can refund. Front desk Staff accounts cannot.
• The payment must have gone through your connected Stripe account. See How do I connect Stripe?.
• A refund cannot be undone.

Steps

A competition entry

1. Open Competitions under Programs, then the competition, then its roster.
2. On the athlete's row press Refund through Stripe.
3. Read the box. It says how much goes back, that the athlete's spot is released and the count drops, and that the family is emailed. Press Refund with the amount on the button.

A camp or special event sign-up

1. Open Special events, then the Online sign-ups list for that event.
2. On the camper's row press Refund, then confirm. The money goes back to the card, the spot is released and the family is emailed.

A birthday party

1. Open Parties and find the party in the list.
2. Press Refund on its row. The box says Cancel and refund this party? and tells you how much goes back to their card and that the time opens up. Confirm.

Everything else (shop orders, membership payments, front desk sales)

• Refund it in your Stripe Dashboard at dashboard.stripe.com. The payments page and the Stripe card both say refunds are managed there.
• If a family asked for the refund from their account, you can approve it on the Refunds page, which sends the money back through Stripe. See How do I handle refund requests?.

What you'll see

• The payment appears as refunded in Payments, with the refunded amount on the purchase.
• If the refund was a competition entry, the athlete comes off the count.
• QuickBooks gets the day's refunds as a separate refund receipt.

Troubleshooting

I only see Mark manually refunded. The entry was not paid through Stripe here (for example paid at the gym or transferred from an earlier system), so there is no card to send money back to. Mark manually refunded only records a refund you made some other way. No money moves and the family is not emailed. If it was a Stripe card payment and you also want the money sent back, use Refund through Stripe.

It says only owners can refund. Ask an owner to press the button.

A card reader payment. Refund it in the Stripe Dashboard.