Look up and refund a payment

When a family rings about a payment, Finance → Transactions is where you find it. Every payment the club has taken is there, with what happened to it, and the people who run the club's accounts can refund it, correct it or send the receipt again from the same place.

Refunds, date corrections and resent receipts stay with the people who run the club's accounts, as Who can do what explains. Anyone else with Finance access can find and read every payment.

• Ask the family for their child's name, or the receipt number from their email. Either finds the payment.
• If the payment was a bank transfer the family says they've sent, look on Reconcile first. Until it's matched there, it isn't a payment yet; see Match bank transfers.

Until the first family pays, Transactions reads No payments yet. Payments appear the moment a family pays a fee or buys an event ticket.

Transactions lists every payment: date, family, what it was for, how they paid, amount and status. Search by family, player, receipt or reference, and filter by method, status or category.

A payment that didn't go through shows Failed. Open it and the amount is labelled Attempted rather than Charged, with Nothing — this payment did not settle. against what reached the club. That's the figure to quote when you ring the family.

If you run the club's accounts, you see these actions when you open a payment:

• Refund this payment… returns money to the family's card or account through Stripe, in full or in part, with a required reason.
• If the club has already paid the family back by bank transfer or cash, choose Record a refund made outside Clubhouse instead. Pay them back from the club account first, then record it here. It updates your books and moves no money.
• Correct the date received fixes a bank transfer or cash payment recorded against the wrong day, so it's reported in the right month.
• Resend receipt emails the family their receipt again. It asks first, naming the receipt and listing each address on file with the email's subject and closing line. The button counts the addresses, such as Resend to 2 people.

A refund returns money only. If the player is also giving up their place, the technical director removes them from next season on the retention board. Every refund appears in Transactions → Refunds with its reason and who made it, marked refunded outside Clubhouse where that's how it was paid.

A resent receipt is the same email the family got when they paid. Their fees screen shows what's left to pay once a payment or refund is recorded:

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Every receipt is also kept in the app, under Settings → Payments on the family's side, marked Part refund or Refunded where that applies. Pay your fees and keep the receipts shows where they find them.

Occasionally a family contests a card payment with their bank. The payment shows Disputed, and opening it shows Dispute open: the money stays with the club until the bank decides. It changes to Dispute won or Dispute lost when the bank rules; a lost dispute means Stripe takes the payment back and charges a dispute fee. There's nothing to click, but it's worth a call to the family.

• No payment marked Failed is still owed and unexplained; the Summary's Needs attention is clear.
• Every refund on Transactions → Refunds has a reason a committee member would understand.