If someone needs a refund after they've paid, you can issue it from their registration details.
Select Issue Refund to choose what refund needs to be applied.
Choose the way you want to refund the person, enter the amount, and enter a reason for the refund.
For accountability purposes, enter the check number or initials of the person who issued the refund into the memo.
Credit card refunds may take 5-7 business days to be placed in the account.
Any scholarship funds will be automatically refunded back to the scholarship once a registration is canceled.
What happens when I refund a credit/debit registration?
Refunds are processed by Stripe and are subject to Stripe's refund policies.
Stripe does not charge a fee to refund a charge, but, in most cases, the fees from the original charge aren’t returned.
When you issue a refund, Planning Center notifies Stripe to refund the money. Stripe then deducts the refunded amount from your pending Stripe Balance. If you issue a refund in excess of your Stripe Balance, Stripe will deduct the funds from your connected bank account, which may slow your payout schedules or add a reserve to your account. You can either maintain a Stripe Balance to cover refunds or transfer funds to Stripe to cover upcoming refunds.
If you issue a refund because a person no longer wants an add-on, first remove the add-on from the attendee's registration details by editing their Add-Ons and unchecking the box for the add-on you're refunding.
If the add-on wasn't yet paid for, the balance will adjust to remove it from the amount owed. If a payment was made for the add-on, the balance will show that a refund is due.
If there were multiple payments made, expand the list of payments to see which method needs to be refunded. Hover over the circle with three dots to see any admin notes about a specific payment.
If you need to add a discount after someone has already paid their registration fees, they'll have a refund due. First, apply the discount, then issue an appropriate refund using the OTHER payment method and add a note.
To simply remove an applied CODE discount, expand the attendee's payment details then click the red minus. For more details on editing discounts and how they're applied to registrations, check out this guide: Discounts.
Once the refund is applied, you can see it on the registration under the Refunds section.
All payments and refunds are recorded in individual registrations as well as the signup's payments tab and the Payments page.
Don't forget to cancel the attendee or total registration, if needed!