INTRODUCTION
Feature Summary: Manually issue a refund (full or partial) or reject a refund request.
Use Cases: Keep customers satisfied by processing refund requests for bookings and lessons refunds. System users can manually reject requests (or issue a partial refund) though it's best to have clear club policies that guide these decisions to minimize customer complaints.
This article shows system users how to issue refunds from the side menu TRANSACTIONS > REFUNDS page.
There are other ways to issue refunds:
Manually issue refunds from the admin scheduler.
Manually issue refunds caused by a closure (court or event).
Manually issue refunds from a member's user page.
Configure settings to auto-approve refund requests.
To protect against refunding unsettled e-check payments, CourtReserve prevents refunds to account credit or cash until the e-check has fully settled. Refunds are only allowed back to the original e-check payment method during this period. This applies to both manual and automatic refunds. If a refund to account credit or cash is attempted on a payment originally made by e-check before it has settled, an info notice will appear and the refund will remain in a pending state.
PREREQUISITES
System users should configure two important settings.
Go to the side menu and click SETTINGS > ORGANIZATION SETTINGS.
Click the General icon.
Scroll down the page to two headings related to refunds.
The settings in the screenshot below affect the destination of refunds. System users should confirm the club's refund policies before configuring these settings.
SETUP REQUIREMENTS
To process a member's refund request, go to the side menu and click TRANSACTIONS > REFUNDS. On the next page:
Make sure the Pending Refunds tab is selected.
Use the calendar icons to narrow the display results in the table. (optional)
Locate a request row in the table and review the information.
Click the plus (+) icon to expand a request row. (optional)
Click the Accept or Refuse button.
Refuse a Refund
Click the Refuse button and add a reason. Click Save Changes.
CourtReserve moves the transaction to the Refused Refunds tab.
Accept a Refund Request
Click the Accept button. In the popup window, click the Refund Destination field and select an option. Review the information, add a note (optional), and then click Save.
System users can change the figure in the Refund Amount column and issue a partial refund. This might be useful if, for instance, the club has a penalty rule for late cancellations.
CourtReserve moves the transaction to the Accepted Refunds tab.
Processing Notes
If the system user refunds a credit card payment that has not yet been settled, the charge will be voided instead of refunded in the merchant account. That means the charge will not appear on the customer's statement.
Refunds for cash payments are sent to the customer's balance.