It happens to the best of us -- you're just over an hour into the session, and your internet cuts out. Perhaps your Players forgot to skip a session they told you they wouldn't be able to make. Maybe you forgot to cancel a session altogether 🤦🏻
StartPlaying charges Players one hour after a session's start time in anticipation of such issues, but sometimes life gets away from us.
If you're unsure about when it's appropriate to give your Players a refund, check out StartPlaying's Refund Policy!
How to Give Your Player a Refund
1. Navigate to your Payouts page
2. Scroll through your GM Transaction History to find the correct transaction. Be sure you confirm these items:
Player Name
Adventure Name
Date
Time
Price
3. Click the 3 Dots next to the transaction you want to refund
4. Click Refund
Clicking this button completes the refund and is irreversible! Make sure to double check the information before you click "Refund."
Refunds cannot be canceled or reversed without explicit authorization from the refunded individual.
5. Use the drop-down menu to choose a reason for the refund.
How long do I have to process a refund?
You have 14 days to process a refund. If you try to process a transaction that is older than 14 days, you'll receive an error. But you can still reach out to the Support Goblins to process an older refund.
Just be sure to let us know —
Your StartPlaying Email:
Date of Game:
Player(s) Name(s):
Refund Amount per Player:
Refund Reason: Additionally, including a summary of the issue can assist in quicker resolution by the Support Goblin team.
Can I give my player a partial refund?
Game Masters can only issue full refunds for games. A partial refund would need to be issued by the Support Goblin team. Or, you can lower your player's cost for the next session, essentially giving them a partial refund.
If your would like to issue a partial refund to a Player, please contact us at support@startplayinggames.com.
Can I give my players a refund back to their card?
All refunds on StartPlaying are automatically issued as site credit. The reason that refunds are issued as site credit by default, is so that they can be processed as quickly as possible for the players and the player doesn't have to wait for those funds to be returned to their card.
If your Player needs a refund back to their card on file, please contact us at support@startplayinggames.com.
Can I refund a failed payment for my player?
Game Masters are not able to refund failed payments for their Players.
If your Player needs a failed payment removed from their account, please contact us at support@startplayinggames.com.
Correcting Refund Mistakes
If you’ve accidentally refunded the wrong player, StartPlaying will not reverse the transaction without the refunded player’s consent. Consider these alternatives:
Request a Custom Payment: Ask the player to re-issue the mistakenly refunded amount via custom payment.
Setup a One-Shot Game: Create a one-shot session just for them to pay the funds.
Contact Support: Have the player email StartPlaying Support, authorizing the fund return for mediated resolution.