INTRODUCTION
Feature Summary: Manually issue a full or partial refund, or reject a refund request, from the Transactions > Refunds page.
Use Cases:
Process refund requests for bookings and lessons to keep customers satisfied
Reject a request or issue a partial refund according to club policy
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
Note: To protect against refunding unsettled e-check payments, CourtReserve prevents refunds to account credit or cash until the e-check has fully settled. During this period, refunds are only allowed back to the original e-check payment method. This applies to both manual and automatic refunds. If a system user attempts to refund a payment originally made by e-check to account credit or cash before it has settled, an info notice appears and the refund stays in a pending state.
PREREQUISITES
System users should confirm two settings before processing refunds.
Go to the side menu and click Settings > Organization Settings.
Click the General icon.
Scroll down the page to the two headings related to refunds.
The following settings affect the destination of refunds. Confirm the club's refund policies before configuring these settings.
Do Not Allow Refunds to Member Balance if Payment Was Made from a CC
Definition: When enabled, admins cannot refund a payment back to the member's account balance if the original payment was made by credit card (CC).
Use Case: Useful for clubs that want all credit card refunds to go back to the original payment method rather than being held as credit on the member's CourtReserve account. This setting helps maintain accurate financial tracking and prevents misuse of credit balances.
On Refund Approval, Default "Refund to CC" to Be Checked by Default
Definition: When enabled, the Refund Destination field defaults to Credit Card whenever a system user manually approves a refund that originated from a credit card payment.
Use Case: Speeds up the refund process for admins by defaulting to the most common refund method, sending money back to the member's original credit card, while still allowing the system user to change the refund destination if needed.
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, Refuse, or Reschedule 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 if Account Credit is selected as the Refund Destination.
Player Notifications for Refunds
Note: CourtReserve does not send players any notification when a refund is issued. The player can view the refund by going to Billing > Transactions > All in their account, where it will appear as "Refund - (type)." No refund reason is shown there or anywhere else in the system. A refund reason may appear in a cancellation notification, but only if an actual cancellation triggers that notification. Issuing a refund alone does not send a notification