Refunding a member's payment

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

Quick links:

Overview

Payments completed by members to the club using Shop and payments 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 Shop and payments 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

Payments completed by members to the club using Shop and payments on Pitchero and GoCardless as the payment provider cannot be refunded directly via the Pitchero club admin dashboard. For more information see the 'Refunding a member's GoCardless payment' section of this article.

Refunding a member's Stripe payment

This section specifically covers refunding a member's payment in the Pitchero club admin dashboard that was completed by the member via Stripe only.

Step-by-step guide:

• Go to your Pitchero club admin dashboard
• Click 'Shop and payments' 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 the refund arrow icon on the payment you wish to refund back to the member
• 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 Stripe payment' 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 Stripe payment

This section specifically covers partially refunding a member's payment in the Pitchero club admin dashboard that was completed by the member via Stripe only.

Step-by-step guide:

• Go to your Pitchero club admin dashboard
• Click 'Shop and payments' 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 the refund arrow icon on the payment you wish to refund back to the member
• 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
• 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 Stripe payment' 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'.

Refunding a member's GoCardless payment

Payments completed by a member to a club via GoCardless cannot be directly refunded in the Pitchero club admin dashboard.

For guidance on issuing a full or partial refund of a member's payment via GoCardless, please see a link to GoCardless support article here.

Troubleshooting

This section covers common troubleshooting queries:

• Unable to access the Shop and payments area of the club admin dashboard
  
  • In order to access the section, you need to have the Webmaster role with access to the Shop and payments section. Team Admins are not able to access this section without also having the Webmaster role with access to the section.
  • If you have the Webmaster role with access to the Shop and payments 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:

• Payment statuses
• Track payments made by members
• Assignments

Contact support

If you have any questions regarding using Shop and payments 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.