Refunding a member's match fee

This article provides information on refunding a member's match fee made to the club on your Pitchero Club website.

Quick links:

Overview

Match fee payments completed by members to the club using Match Fees on Pitchero and Stripe as the payment provider can be directly refunded via the Pitchero club admin dashboard.

This feature is available only to members of the club with the Webmaster role and access to the Match Fees section.

The club does not need to load the Stripe payment provider dashboard to issue the refund, but will still be able to view payment statuses, including refunded/partially refunded payments, on the Stripe dashboard

Refunding a member's match fee

This section specifically covers refunding a member's match fee payment in the Pitchero club admin dashboard.

Step-by-step guide:

• Go to your Pitchero club admin dashboard
• Click 'Match Fees' from the left-hand menu
• Click 'Transactions' from the sub-menu
• Locate the member's payment and click on the member's name on the row
  • Use the search or filters to help navigate to the member's payment on the page
• Click 'Refund Payment' in the sidebar on the right-hand side of the page
• In the overlay, tick to confirm you wish to issue the refund and then click 'Refund'
  • If you wish to only partially refund the member's payment, not the full amount see the 'Partially refunding a member's match fee' section below.

The refund should be issued to the member's account within 5-10 days via the payment provider, Stripe.

If the payment has been refunded in full, the status of the transaction will change on Pitchero to 'Refunded' and the assignment to 'Not Paid'.

Partially refunding a member's match fee

This section specifically covers partially refunding a member's payment in the Pitchero club admin dashboard.

Step-by-step guide:

• Go to your Pitchero club admin dashboard
• Click 'Match Fees' from the left-hand menu
• Click 'Transactions' from the sub-menu
• Locate the member's payment and click on the member's name on the row
  • Use the search or filters to help navigate to the member's payment on the page
• Click 'Refund Payment' in the sidebar on the right-hand side of the page
• In the overlay, enter the amount you wish to return to the member
  • The amount can be anything up to the value of the payment received
• Tick to confirm you wish to issue the refund and then click 'Refund'
  • If you wish to only partially refund the member's payment, not the full amount see the 'Refunding a member's match fee' section above.

The refund should be issued to the member's account within 5-10 days via the payment provider, Stripe.

If the payment has been partially refunded, the status of the transaction will change on Pitchero to 'Partially refunded' and the assignment to 'Part Paid'.

Troubleshooting

This section covers common troubleshooting queries:

• Unable to access the Match Fees area of the club admin dashboard
  
  • In order to access the section, you need to have the Webmaster role with access to the Match Fees section. Team Admins are not able to access this section without also having the Webmaster role with access to the section.
    • However, Team Admins can view match fees at an individual level on the Match Centre page for the fixture in the club admin dashboard or on the Pitchero Manager app.
  • If you have the Webmaster role with access to the Match Fees section, check that you are logged into the correct account on Pitchero. You can also try reloading the page in your browser, using a different browser, device or network connection.

• Unable to refund a member's payment
  • Only payments completed to the club via Stripe can be refunded in the Pitchero club admin dashboard. If the member's payment was completed to the club via GoCardless, see GoCardless' related support article here.

Related articles

Thanks for taking a look at this article, we hope you found it useful.

You may also find these related articles of interest too:

• Collect match fees
• Match fee transactions
• Match fee assignments
• Refunding a member's payment in Shop and payments

Contact support

If you have any questions regarding using Match Fees on your Pitchero Club website, you can contact our dedicated support team via the form below.

When contacting support, it's important that you provide as much relevant information (including steps taken, links, and screenshots to relevant pages) so we can help to resolve the query as quickly as possible for you.