Admins can issue refunds, adjust remaining balances, and manage unpaid payments directly from the Household's Orders tab. All changes are documented as line items on the order for accurate record-keeping.
How to Issue a Refund
Navigate to Members, search for the household by name, and click on the Household Name.
Go to the Orders tab and select the order from the Orders By Date sidebar.
Click the Refund button in the upper right corner.
4. Select the payment(s) you'd like to refund.
5. Check the box next to the line items to include in the refund.
6. Enter an optional remark to document why the refund was issued.
7. Click Continue to Refund Review.
8. Review the refund summary and click Finalize Refund to process.
Where Does the Refund Go?
Refunds are returned using the same payment method used at the time of purchase:
Credit card payments - The refund goes back to the original card.
Cash or check payments - Admins will need to issue a refund manually.
Refunds to Inactive or Closed Credit Cards
If the original card is no longer active, the issuing bank typically handles the refund in one of the following ways:
Deposit to the linked account - The refund goes to the bank account associated with the original card.
Paper check - If the account is closed, the bank may mail a check to the cardholder.
Return to merchant - In rare cases, the bank returns the funds to OTTO Sport, which then processes a reversal (this can take up to 30 days)
To confirm how the refund is being handled, the cardholder should contact their bank directly.
Handling Chargebacks on Refunds
When a chargeback is filed, the disputed amount is debited from the organization and returned through the bank's process.
If the payment status shows "disputed," the bank has not yet closed the case. OTTO Sport and the organization do not hold the funds and cannot issue a separate refund during this phase.
To verify the status, the cardholder should contact their bank. If the bank says they don't have the funds, request a Trace ID for the transaction. This helps locate the funds and can be shared with OTTO Sport support for further investigation.
Adjusting a Remaining Balance
If the order still has a balance due and you'd like to give the household a discount:
On the order, click the Manage button (top right).
A dialog shows the original amount due, how much has been paid, and any adjustments already made.
Enter a new, lower amount to reduce the balance.
Add an explanation for the discount in the notes field.
Click Save.
The new remaining balance appears on the order, and the adjustment is documented as a line item.
Reversing an adjustment: If the player later returns to the season, you can charge them up to the adjustment amount, but you cannot charge more than the cardholder originally agreed to.
Clearing Incorrect Balances
If a registration shows an incorrect balance or credit after a program update, resolve this by clearing the order's fees for that registration. This removes the incorrect amount and ensures the account reflects accurate information.
Important Notes
No additional transaction fees for refunds. If you process a $100 refund, a $100 debit is created and either deducted from your next deposit or debited from your bank account via ACH.
Consider withholding an admin fee. Because processing fees were charged on the original transaction, you may want to withhold a small administrative fee from the refund to cover those initial costs.
One-year refund window for credit cards. Admins have one year from the date of a credit card payment to process a refund. After that, an error message will appear stating the payment is outside the refund window.