How do I refund a payment?

If you wish to refund an entire order paid for by Stripe then you can now do this via your Orders Report on your PTA Events/Clubs Hub/Charity Hub Platform – "Admin" > "Reports > "Orders". If you need to refund all orders from an event, select "Orders" from your event management menu to filter on all orders placed for that event.

There is no current way to refund orders in bulk.

If you process a full or partial refund through your Stripe dashboard then Stripe will automatically send PTA Events/Clubs Hub/Charity Hub the refund information.

If a refund for the full order value is made via Stripe then we will refund the whole order although your organisation will still be liable for the fees.

If a partial refund is made via your Stripe dashboard then you will need to allocate them. There will be a message on your PTA Events/Clubs Hub/Charity Hub dashboard advising that refunds need allocating.


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


Click "Attribute" to attribute the refund to your order items.


All tickets / bookings will be invalidated once a full refund has been processed. Unfortunately this isn't possible for some partial refunds. If the entire order line is refunded then items will automatically go back on sale if your sales are still live. If a partial order line is refunded you will need to adjust your stock quantity as partial refunds do not automatically become available for sale again.

How to process a refund:

Offline payment

1. Browse to "Admin" > "Reports" > "Orders" and find your order (you may need to use the search form).
2. Click "Delete order" from your order management menu. Note that this will delete the whole order, making all order items available again to purchase and cannot be undone.
   
   

Stripe - refund an entire order via your orders report.

1. Browse to "Admin" > "Reports" > "Orders" and find your order (you may need to use the search form).
2. Click "Refund order" from your order management menu:
   
   

Stripe - refund a partial order via your orders report.

1. Browse to "Admin" > "Reports" > "Orders" and find your order (you may need to use the search form).
2. Click "Partial refund (Beta)" from your order management menu:
   
   
   
   
3. You will then be presented with the order information. When refunding you have flexibility over how and what you refund. You can refund the entire order line - click the "Refund" checkbox against the order line to refund it. If the entire order line is refunded the items will automatically go back on sale if your sales are still live. You can also refund a quantity but note that with partial refunds, you will need to adjust your stock quantity as partial refunds do not automatically become available for sale again. Finally, you can refund an amount. You may wish to refund an amount but the customer still has access to the tickets - for example when they have overpaid.
   
   
   
4. When the information is correct, click the "Complete Refund" button.
   
   Note that any refunds over £0 will be refunded back to the customer via the payment gateway they purchased through. For information on how the remainder of the refund process works with Banked, see above.
   
   

Stripe - via your Stripe Dashboard:

1. Find the charge to be refunded in the payments overview page.
2. Click the … icon to the right of the charge and select Refund payment from the menu that appears.
3. By default you will issue a full refund. For a partial refund, enter a different amount to be refunded.
4. Select a reason for the refund. If you select Other, you must provide an explanatory note that is attached to the refund.
5. Click Refund.
6. Alternatively you can go to the Dashboard page for the specific charge and click Refund there. (Again, you’ll be given the choice of a full or partial refund and prompted to pick a reason.)