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How do I issue a refund for a credit card payment?

Need to refund a player/sponsor that has paid by credit card? Not to worry... it's easy!

Dane Sorenson avatar
Written by Dane Sorenson
Updated over 2 weeks ago

Processing Refunds and Voiding Transactions in Event Caddy and Stripe

To issue a refund for a credit card payment, simply log into your Stripe Dashboard and select the 'Payments' option from the menu bar at the top

To fully manage refunds with accuracy, note that Stripe handles all card payment refunds while Event Caddy focuses on voiding and updating transaction statuses.

Locate the transaction you wish to issue a refund for and select the three dots that appear to the right of the 'DATE' column. It will bring up a sub menu. Under 'ACTIONS' choose 'Refund payment'.

A pop up will appear giving you the option to choose how much to refund as well as select the reason for the refund. Once you're done, select the 'Refund' button to complete the refund process.

You can then go back to Event Caddy and void your transaction if necessary.

Addressing a Negative Balance in Stripe

If your Stripe account possesses a negative balance during the refund process:

  • Option 1: Wait for upcoming funds, such as those from registrations, to automatically process the refund once the balance is positive.

  • Option 2: Manually deposit the required amount to cover refunds instantly.

Troubleshooting Common Issues

  • Voiding vs Refund: Voiding a transaction in Event Caddy doesn't refund the customer; refunds must be processed through Stripe.

  • Negative Balance Delays: Refunds will not process from a Stripe account with insufficient funds, possibly leading to delays.

PayPal

To issue a refund paid through PayPal you will:

  1. Go to your Activity.

  2. Select the payment you want to refund and click Issue a refund.

  3. Enter the amount you want to refund.

  4. Click Continue.

  5. Review the information and click Issue Refund.

You can then go back to Event Caddy and void your transaction if necessary.

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