There may be a time where you need to refund a player who can no longer attend a course or because the course has been cancelled.
Please Note: You can only issue a refund for the whole course, you can't do part refunds through the system, this is on our feature request list and hopefully a feature that will be implemented in the future.
This guide will go through the process on how to do this:
- From the main list of participants (head to step 1)
- From the players record (head to step 5)
You will first need to head to the course the participant is on. Once you are within the course, you will find a list of players who are booked onto the course.
Refunds will only apply to players who meet these requirements:
- Those players that have paid online only
- Those players who have not been refunded before (No in the 'Refunded' column)
- Those players that do not have a star by the ‘No’ in Refunded list (59 days has passed)
You can refund all players, who paid online, from the first screen by ticking the boxes next to their names and clicking the '£' button.
The following overlay will appear. If you are happy to go ahead click the blue 'Submit' button.
You will then see this screen, confirming the attendee(s) have been refunded. You can go ahead and close this box.
From within the coaching register you can also refund by clicking on the player and head to their player/booking profile. Here you will see a 'Refund' button next to the payment.
When you click on the refund button, the following overlay will appear:
Here you will need to tick the 'I confirm' box and then click the blue 'Yes' button. The players profile will then change to say they have been refunded.
Please Note: If you have taken offline payments (Cash, BACS, Cheque) you will need to issue these refunds offline.
Q: The system is not allowing me to refund participants?
A: The most likely reason is that your stripe express account does not have sufficient funds to refund.
We have this guide from Stripe : https://support.stripe.com/questions/pending-refunds-due-to-insufficient-funds-or-stripe-balance
One way to deal with this is to edit your payout schedule in Stripe, so there are funds in your account to refund. You can read more information on Managing Your Stripe Account