How do I refund a payment?

Refunding Stripe Payments

Can I refund an entire order paid via Stripe?

Yes. You can refund an entire Stripe-paid order directly from your PTA Events / Clubs Hub / Charity Hub platform.

Steps:

1. Go to Reports > Orders.

2. Find the order (use search or filters if needed).

3. Open the order management menu.

4. Select Refund order.

Can I refund all orders for a specific event?

You can refund orders individually for a specific event, but bulk refunds are not currently supported.

To view all orders for an event:

1. Open the event from your event management menu.

2. Select Orders to view all orders placed for that event.

Can I refund orders in bulk?

No. There is currently no way to refund orders in bulk. Each order must be refunded individually.

Refunds Processed via the Stripe Dashboard

What happens if I issue a refund directly from Stripe?

If you issue a refund in your Stripe Dashboard, Stripe will automatically send the refund information to your PTA Events / Clubs Hub / Charity Hub platform.

Full refunds via Stripe

• If the full order value is refunded, the entire order will be refunded automatically in your platform.

• Your organisation will still be liable for Stripe fees.

Partial refunds via Stripe

• Partial refunds must be allocated in your platform.

• A dashboard notification will appear advising that refunds need allocating.

• Click the notification to open the Refunds Report.

• Click Attribute to assign the refund to the correct order items.

Clicking the link will take you through to your refunds report where you can see all the refunds that need attributing:

Tickets and Stock After Refunds

What happens to tickets and stock when a refund is processed?

• Full refunds

  • All tickets or bookings are invalidated.

• Full order line refunds

  • Items automatically return to sale if sales are still live.

• Partial refunds

  • Tickets may remain valid.

  • Refunded items do not automatically return to sale.

  • Stock levels must be adjusted manually if required.

Tip: Partial refunds require manual stock management.

How to Process Refunds

Offline Payments

Steps:

1. Go to Reports > Orders.

2. Locate the order (use search if needed).

3. Open the order management menu.

4. Click Delete order.

Important

• This deletes the entire order.

• All items become available for purchase again.

• This action cannot be undone.

Stripe – Refund an Entire Order (via Orders Report)

Steps:

1. Go to Reports > Orders.

2. Find the order.

3. Open the order management menu.

4. Select Refund order.

Stripe – Refund a Partial Order (via Orders Report)

Steps:

1. Go to Reports > Orders.

2. Find the order.

3. Open the order management menu.

4. Select Partial refund.

You can then choose to:

• Refund an entire order line

  • Items return to sale automatically if sales are still live.

• Refund a quantity

  • Stock must be adjusted manually.

• Refund an amount

  • Useful if a customer has overpaid but still keeps access to tickets.

5. Review the details and click Complete Refund.

Any refund over £0 will be returned via the original payment method.

Refunding via the Stripe Dashboard

How do I refund a payment in Stripe?

Steps:

1. In Stripe, go to Payments and locate the charge.

2. Click the … icon next to the charge and select Refund payment.

3. By default, a full refund is issued.

   • To issue a partial refund, enter a different amount.

4. Select a refund reason.

   • If Other is selected, an explanatory note is required.

5. Click Refund.

You can also open the charge directly and click Refund from the charge details page.

Will refunded tickets automatically go back on sale?

• Yes, if the entire order line is refunded and sales are still live.

• No, for partial refunds — stock must be adjusted manually.