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 bulk refund all orders for a specific event?

Yes, you can bulk refund an event. Please click here for further information.

Please note - Before you issue a refund, you will first need to ensure you have sufficient funds in your Stripe account to cover the refund costs. 

You can access your Stripe dashboard via the following link:
https://dashboard.stripe.com/balance/overview

To add funds to your Stripe account, see the following FAQ on Stripe’s own support portal:

 https://support.stripe.com/questions/fix-the-negative-balance-on-your-account?locale=en-GB

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

  • If a full refund is issued, the entire order is refunded and all tickets are invalidated. All items in the order are automatically returned to stock and become available for purchase again. 

• Full order line refunds

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

• Partial refunds

  • If a partial refund covers a complete order line (for example, a customer purchased 2 × Santa’s Grotto tickets and both tickets are refunded), all refunded tickets are automatically returned to stock and made available for purchase again.

• Part of an order line is refunded

  • If only part of an order line is refunded (for example, a customer purchased 2 × Santa’s Grotto tickets and only 1 ticket is refunded), the system does not automatically update availability. In this case, you will need to manually increase your original stock quantity to make the refunded ticket available again.

If you'd rather this happened automatically, there is a setting for this. See How do I automatically return partially-refunded units to stock? for details on turning it on.

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.

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.

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

  • What happens if a partial refund is made for a full order line?
    If a partial refund covers a complete order line (for example, a customer purchased 2 × Santa’s Grotto tickets and both tickets are refunded), all refunded tickets are automatically returned to stock and made available for purchase again.

    
    

    What happens if only part of an order line is refunded?
    If only part of an order line is refunded (for example, a customer purchased 2 × Santa’s Grotto tickets and only 1 ticket is refunded), the system does not automatically update availability. In this case, you will need to manually increase your original stock quantity to make the refunded ticket available again.  If you'd rather this happened automatically, there is a setting for this. See How do I automatically return partially-refunded units to stock? for details on turning it on.
    
    

• 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.

Please note wording at the top of the screen before refunding:

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.

Refunding offline payments

If an order was paid outside of the platform - Cash, Cheque, Bank Transfer, Card Reader, Complimentary, To Pay, Collection, Free, or any other offline method - you can now mark it as refunded or partially refunded directly from the Orders page, without deleting the order.

Please note: because these orders were never paid through a payment gateway, marking one as refunded does not move any money. It simply records the refund on the platform for your own bookkeeping - you will still need to return the money to the customer yourself, for example by handing back cash or sending a bank transfer.

Refunding the whole order

1. Go to Orders in your admin dashboard.
2. Find the order and click the ... menu on the right of the row.
3. Click Refund Order.
4. Confirm you want to refund the order.

This marks the whole order as refunded and puts every item back on sale automatically, if your sale is still live.

Refunding part of an order

1. Go to Orders in your admin dashboard.
2. Find the order and click the ... menu on the right of the row.
3. Click Partial Refund.
4. For each item, tick Refund All to refund the whole line, or enter a Refund Qty or Refund Value to refund part of it.
5. Click Complete Refund.

Will this show up in my reporting?

Yes. The order will show as Refunded or Partial Refund in your Orders list and in your refund reports, exactly the same as a refund processed through Stripe.

Will refunded tickets automatically go back on sale?

• What happens if a full refund is made?
  If a full refund is issued, the entire order is refunded. All items in the order are automatically returned to stock and become available for purchase again.

  
  

  What happens if a partial refund is made for a full order line?
  If a partial refund covers a complete order line (for example, a customer purchased 2 × Santa’s Grotto tickets and both tickets are refunded), all refunded tickets are automatically returned to stock and made available for purchase again.

  
  

  What happens if only part of an order line is refunded?
  If only part of an order line is refunded (for example, a customer purchased 2 × Santa’s Grotto tickets and only 1 ticket is refunded), the system does not automatically update availability. In this case, you will need to manually increase your original stock quantity to make the refunded ticket available again.

  
  

  If you'd rather this happened automatically, there is a setting for this. See How do I automatically return partially-refunded units to stock? for details on turning it on.