Only applicable to nations/areas that supported by Stripe
Tournament Directors and Administrators using Serve Tennis can refund the players directly within Serve Tennis. Refunds are at the discretion of the tournament administrator. It is recommended to clearly state the refund rules for your tournament on your tournament webpage. Be sure to include that transaction fees are non-refundable.
Important: Refunds processed through Serve Tennis are partial refunds. Stripe fees, USTA fees, and head tax are non- refundable. If you need to refund the full amount for a tournament registration, this must be done offline. During the refund process, you will be informed of the total amount being refunded.
How to Process a Refund for Tournaments
How to Process a Refund for Tournaments
You are able to refund individual players. However you will refund the payment in FULL, so if they are signed up for Singles and Doubles, you will be refunding for both events. At present you can not refund for just one event.
- Once logged into your Serve Tennis account, click the Tournament module within the admin area.
- Select the tournament that the refund will be for.
- Click Payments on the top menu of the tournament.
- Find the player who you wish to refund.
- You can use the filters:
- 'Basket payment' refers to one transactional payment. i.e. the payment includes 1 or more payments at the same time. This may happen when they enter more than 1 event or the parent is paying for more than one child.
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'Additional Basket Payment' is when a second charge has been made, for example, they were added to another event after player selections were made.
- Click 'Details' to the right of the charge.
- Select the player or players by clicking in the box next to their name and then click 'refund'
- Click 'Refund' to confirm the refund and amount.
Refund FAQs
Q: Can I refund after I have paid out to my account?
A: Yes, you will be able to refund the player, Stripe will make the transfer to the players account and the Stripe Express account will show a negative amount. Stripe will then try and collect from the bank account that made the last payout. If unsuccessful, Stipe may implement restrictions on the Stripe Express account.
Q: Why is the refund not the full amount?
A:Whilst refunding in Serve Tennis via Stripe does not incur an additional refund fee, the initial transaction fees are still charged. So these are retained. However, if the player cancels/ withdraws after player selections they will have to pay the transaction fee. It is at the discretion of the tournament director whether they refund or not.
Q: How long do refunds take?
A:Refunds can take between 2-10 days, most likely less than 5 days, but each bank can process the refund from Stripe differently. If they have not received a) an email confirming the refund b) the money in their account after 10 days please contact customer care. Where we can investigate further.
Q: A player registered for 2 events, can I refund for only one?
A:This is coming soon! Currently, you cannot refund for only one event in the system. If you need to refund just one event, you will need to process the refund offline.