Refund one registration, or answer a refund request

For organizers who can manage an event's attendees and payments.

Refund a registration

1. In atduty: open the event's attendees. A registration that was paid shows its payment state, such as Paid; choose it to open that registration's payment page.
2. In atduty: under Refund, the page says what the event's refund policy would give back if they cancelled now. Your refund is not limited by it: you can refund up to what was paid.
3. In atduty: enter the Amount to refund, choose How it goes back, and write a reason for your team if you like. Choose Refund and confirm.
4. Where the money goes: a refund to the card (To the card it was paid with) goes back through Stripe, and usually reaches the card within 5 to 10 business days; the bank decides. Cash, a check or a bank transfer is money you give back yourself: atduty only records it.
5. Paid two ways (a deposit by card, the rest in cash): To the card it was paid with sends the card's part back to the card, and the confirmation says how much goes each way. Choose How the rest goes back for the rest. If Stripe does not accept the card's part, nothing is recorded as given back by hand either.

Answer a refund request

1. In atduty: in the event's attendees, a registration with a request shows Refund requested. Choose it.
2. In atduty: the payment page shows what they asked for. Change the Amount to refund if you need to, write a Reply (sent to them), and choose Approve and refund or Decline. They are told either way.

Refunds that happen by themselves

• When a registrant cancels, the event's refund policy (on its Payment page, under Refunds when someone cancels) decides what goes back, with no step from you.
• When you cancel an event, everyone who paid gets everything back.
• When a refund like these cannot send all of it, you are told how much is left for you and why. Money you took by hand is yours to give back: give it back, then record it. A disputed payment waits for you. A refund Stripe refused, or could not be sent because your Stripe account is disconnected, is yours to make in Stripe.

If it doesn't work

• Refund failed: the card may be closed or expired. Refund the rest another way, such as a bank transfer, and record it. If Stripe refuses part of a refund you make, the page says how much at once; if it refuses one later (its first answer was slow), you are told by notice.
• When a disputed payment is won after you recorded a payment by hand for it, the family has paid twice: you are told how much is theirs, to give back and then record.
• Disputed: the payer's bank has taken the money back. The payment page says Needs you and links the dispute: answer it in your Stripe dashboard. Until it is settled, atduty refunds nothing by card for that payment; refund it in Stripe, or give it back yourself and record it. If the bank keeps the money, record by hand what the family pays you, or end the registration. Every payment waiting on you is listed from Payments, under Orders that need you →.
• When you or a provider cancel a booking whose payment is disputed, the refund is not sent, and you are told how much was left for you, as for any refund that happens by itself.