This feature is only available with the following products:
If collecting payments for Event and League Registration, you can establish refund policies to automatically process refunds when players cancel their registration. Unlike refund requests, there is no manual approval required.
In this article, we will discuss how to set up and manage refund policies:
Setting up Refund Policies:
To set up your first refund policy, go to Customer Center > Payments Center > Refund Policies > New Refund Policy.
Naming the policy is important if you have multiple refund policies.
After naming the policy, set the rules of the refund policy. The rules can be based on:
Days before the first round of the event
Days before registration closing date
Days after the registration took place
When selecting one of the three options, you can select the time frame in which the rule should be enforced and the amount of the refund. The amount of the refund can be a fixed number or it can be a percentage of the registration fee.
In the example above, the registrant incurs a $25 cancellation fee if the registration is canceled up to 20 days before the first round of the event.
In many cases, the refund amount decreases over time. To set this up, multiple rules are required (as shown below).
In the example above, the cancellation fee varies depending on when the registrant cancels. If the registrant cancels up to 30 days before the registration close date, there will be no cancellation fee. If the registrant cancels up to 10 days before the registration close date, there will be a 25% cancellation fee. If the registrant cancels up to 5 days before the registration close date, there will be a 50% cancellation fee.
There may also be more complex cases where multiple dates are used to enforce a policy.
In the example above, a policy similar to the previous example is enforced. However, an additional rule is created where a registrant receives a full refund if they cancel their registration up to 24 hours after their registration.
When multiple dates are used to enforce a policy, there may be cases where there is an overlap in rules. If cancellation meets multiple rule criteria, the rule with the largest refund will be used. In the example above, if a player registers up to 5 days before the registration closing date, but cancels up to 24 hours after their registration, they will receive a 100% refund. They will not incur the 50% cancellation fee.
After setting up the rules for a refund policy, click "Save".
All of your refund policies will be listed on the Refund Policies page.
From there, you can always delete or edit current policies. If you edit a policy, the change will also go into effect for any current event that uses that policy.
Connecting Refund Policies to Events:
Once refund policies have been set up in the Customer Center, they can be used for any event.
To select a refund policy for an event, go to Event > Registration Payments. Add a new registration option or edit a current registration option. In the "Refunds" section, select "Automatic Refunds" and select the refund policy to be used.
If a refund policy uses the registration close date or the round date, it is important that the registration close date has been selected in the registration form (Event > Registration Form) and the round has been created for the event. Otherwise, that policy cannot be enforced.
After selecting the refund policy for the registration option, click "Save". If there are multiple registration options for an event, make sure to select the refund policy for each.
Note: If using Split Payments, automatic refunds are not available.
Automatic Refund Process:
Players can receive a refund by logging into the portal, going to the registration page, and canceling their registration.
The player will then be presented with a summary of the refund policy.
After clicking "Yes", the player will be issued the refund and sent an email confirmation.
Viewing Refund Transactions:
You can view processed refunds in the Payment Center (Event > Event Payment Center).
When hovering over the refund amount, you can see what policy rule was applied to the automatic refund.
You can also view the refunds in your Transaction History. If filtering, select the "Refunded" status and click "Go".
