As an administrator for your Organization you will have the ability to approve a refund or deny a refund request for an event based on your organizations refund policy.
All paid in full refunds can and should be handled directly through your website rather than the merchant provider. Installment plan refunds with 1 Event 1 Participant with no buyouts of Work Duty or Fundraisers or Fundraiser Purchase need to be done on the website and in your Stripe account. On the website so it will trigger several very important steps that need to happen to keep your data as clean as possible and in Stripe so the refund is processed to their credit card. All other Installment Refunds are handled differently. Please contact us at support@engagesports.com.
Website Refund:
To view the refund requests follow these steps:
Log in to your web site
Go to your Dashboard
Click "Accounts"
Select "Refund Requests"
Choose the Action you wish to take
Process Refunds
Click "Process Refund" - Here you can see the order details and the reason for the refund request
Under "Refund Details" if an amount is present in the "fee" field, your Organization has a preset nonrefundable fee that has been set up. (You have the ability to manually override this fee as needed by entering a different amount or even $0)
The Refund Amount shows the total amount of the refund. (This amount can not be greater than the order total.)
Under Notes, supply a reason for the approval of the refund and click "Submit"
* Today, an event is the only product that can be refunded. Products like work duty and fundraising or any other add-on will have to be handled manually.
** The refund will be handled offline so no credit will be issued to the credit card until you process the refund in Stripe also. You will see notes about this when you process the refund in the Dashboard.
If the Player is currently on a roster the refund process will remove the roster entry and notify the coach of the change.
Stripe Refund:
**IMPORTANT - ONLY USE STRIPE TO REFUND ORDERS FOR:
REFUNDS OF INSTALLMENT PLANS
ADD ON ITEMS (E.G. BUYOUTS, UNIFORMS ETC)
To Process a Refund in Stripe follow these steps:
Log in
Search customer
Locate and select payment to be refunded
Select Refund
In the pop up select "Full or Partial Refund"
Add refunded amount for partial refund only
Click Refund
*IMPORTANT - Each invoice paid will need to be refunded separately to give a full refund.
Once a Customer is refunded make sure to remove them from the Subscription so invoices are no longer generated and payments attempted.
Remove a Customer from a Subscription: