Refunds, offline payments and disputes

Every payment at your club sits in the payments ledger: open Payments in the operator view. Filter by date, status or provider (“Stripe” or “Paid offline”) to find the one you need; each row shows the payer, description, amount and method. “Export CSV” downloads the ledger for your accounts.

Refund a payment

1. Find the payment in the ledger and select “Refund” in its Actions column.
2. The “Refund payment” dialog shows what is refundable now and anything already refunded. Leave the amount blank and choose “Refund in full”, or enter an amount and choose “Refund this amount” for a partial refund.
3. The payer is notified by email, and the payment’s status changes to “Refunded” or “Partially refunded”.

Card payments are refunded through Stripe back to the payer’s card. Offline payments (cash, bank transfer, card at the club) are only recorded as refunded in the ledger: you hand the money back yourself. Some membership payments can only be refunded in full; the dialog hides the amount field for those.

Note

Refunding a payment does not cancel the booking or membership behind it. To do both when cancelling a booking, use “Cancel & refund” on the booking instead. See Manage bookings.

Refunds that happen on their own

Not every refund starts with you. If two players pay for the same slot at once, only one booking stands and the other card payment refunds automatically. A member who cancels a card-paid booking in time is refunded through Stripe automatically. When a member cancels a booking paid at the club, nothing moves automatically; you are notified that a refund may be owed.

Members who joined online can withdraw within 14 days of joining for a full refund, without asking you. That refund is also issued automatically and appears in the ledger like any other. On a family plan the single payment refunds in full and coverage ends for everyone at once; there is no partial refund for removing one person.

Record an offline payment

When a member pays at the desk for a booking that is still “Pending payment”, record it so the booking confirms:

1. Open the booking and select “Record payment”.
2. In the “Record offline payment” dialog, check the “Amount due”, pick the method (Cash, Card at club, Bank transfer or Other) and add an optional note, such as “Paid at front desk”.
3. The booking is confirmed, the payment lands in the ledger, and the member gets a confirmation email.

Disputes

If a cardholder disputes a charge with their bank, the payment’s Actions column shows “Respond to dispute”. The dialog lists the disputed amount, the reason, and the date to respond by.

You can challenge the dispute by filling in the evidence form. Fields marked “Recommended” matter most for the given reason; uploads take PDF, PNG, JPEG or GIF files up to 5MB (receipts, your cancellation policy, proof of service). “Submit evidence” sends everything to the cardholder’s bank through Stripe, and the dispute moves to “Under review” until the bank decides (“Won” or “Lost”).

If the charge should not stand, “Accept dispute” concedes it and refunds the customer. This cannot be undone.

Payments and payoutsConnect Stripe and track the money reaching your account.

Manage bookingsCancel bookings with a refund, and record no-shows.