Refund Scenarios & Steps

Refunds

There are many different scenarios that can arise when issuing refunds to members of your club. Below are a few examples.

If you are using our merchant account: You will only be allowed to refund credit card payments if you have enough money in your invoice balance pool. Your pool consists of credit card payments collected during the current invoice period. Check out our disbursement schedule on our Accounting FAQ’s page to see when invoice periods begin and end.

Money will start accumulating in your pool at 6:01 PM ET at the beginning of the next invoice period. You can always refer to the Account Summary Report, located in the Billing Reports section, to know the amount of money in your pool. Be sure to enter the disbursement period end date as the Start Date.

If you use your own 3rd party merchant account, most 3rd Party Merchant Accounts allow you to issue refunds directly back to user credit cards.

If you still choose to refund back by check, you, the club, will be responsible for sending the check out. 

Refund Examples:

Scenario 1 (Most Common):

A user registered and paid, but does not want to play anymore, so they need a full refund and their registration cancelled.

  1. Go to Orders.

  2. Find the order that you wish to refund by searching or using one of the filters provided.

  3. Once you find the order you want to refund, click the Manage button next to it.

    Capture.PNG

  4. On the Order Details screen, find and click on the Refund button. 



  5. On the next page, click on the Refund button again and enter the amount you'd like to refund the user.



  6. Scroll down to the Refund/Void Information section and choose whether you want to refund directly back to the user's credit card or if you'd like to send them a check instead.

    Make sure you give a Reference/Memo for this refund if it is a check and choose whether or not you would like to send an email confirmation to the user regarding this refund. 



  7. Click Submit.

  8. Go to Orders >> filter or sort for the order you need to cancel >> click Manage next to the order >> and then click Cancel Registration.

*The Amount to Refund on the Cancellation screen will show as $0.00 since you already refunded the account.

Scenario 2:

Someone registered and paid too much (the full price instead of a minimum payment option), but still wants to play. This person still needs to pay off the full amount, but can't do it all at once. 

  1. Go to Orders.

  2. Find the order that you wish to partially refund by searching or using one of the filters provided.

  3. Once you find the order you want to partially refund, click the Manage button next to it.

    Capture.PNG

  4. On the Order Details screen, find and click on the Refund button. 



  5. Enter the partial amount (the amount they overpaid) that you'd like to refund to the user.



  6. Scroll down to the Refund/Void Information section and choose whether you want to refund directly back to the user's credit card or if you'd like to send them a check instead.

    Make sure you give a Reference/Memo for this refund and choose whether or not you would like to send an email confirmation to the user regarding this refund. 

  7. Click Submit.

  8. Now the user will have an open balance on their account for the partial amount that you refunded them. They can log in to their account and pay this balance whenever they'd like.

Scenario 3:

Someone gets injured in the middle of the season, but already paid for the whole season -- so they need a partial refund without cancelling their registration.

  1. Go to Orders.

  2. Find the order that you wish to partially refund by searching or using one of the filters provided.

  3. Once you find the order you want to partially refund, click the Manage button next to it.

    Capture.PNG

  4. Click the Edit/Collapse button >> and then the Add Fee/Discount button.



  5. In the Description column, give details about the adjustment you are making (ex. Partial Refund for Injury) -- this will be visible to the user.

    In the Price column, enter a negative amount for the amount you want to take off the order so you can refund the user in step 8. See image below.

    In the Notes column, enter a short note as a reminder (ex. your initials or a brief explanation for why you are adjusting the order).



  6. Make sure you hit the Save button. The partial amount will now show up as an Open Order (the amount will be in parentheses -- as in the club owes the user money).

  7. Now go to Orders >> Open Orders.

  8. Refund the amount that is now open on the order (See Refund Payments for Open Orders).

Have more questions? Submit a request

0 Comments

Article is closed for comments.