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Issue Refunds for Member Payments

Attention: Need guidance for handling refunds during the COVID-19 pandemic? Watch TeamSnap Roundtable: Rethink Your Revenue Game Plan. You can find additional COVID-19 resources in our Return to Sports hub.

Administrators can issue refunds online to have payments electronically refunded to the specified member's payment card. If you refund the payment via cash or check offline to the member, you can enter that information within the TeamSnap mobile app.

In this article


Refund Invoice Payments (web)

Important: We are currently experiencing a high volume of refund requests, resulting in refund financial reporting and cardholder refund processing delays. During this time, refunds may take up to 15-21 days after a refund request is made. The funds to cover refunded amounts will be withdrawn from any existing TeamSnap balance and from the associated bank account that was set up for deposits on the Financials tab.

  1. Click the Invoicing tab
  2. Click the batch title where the payment to be refunded is located or hover over the 3-dot Actions button next to the batch and select View Invoice Batch
  3. Click the invoice ID for the desired invoice or hover over the 3-dot Actions button next to the batch and select View Invoice
  4. Click the Refund button next to the payment to be refunded
  5. Enter refund details
    1. Select the refund method (card, cash, or check)

      Attention: Offline refunds can be recorded in TeamSnap, but are not funded or processed by TeamSnap. TeamSnap can only process online payment refunds submitted for credit card payments and will never send cash, check, or other offline refunds to payers on behalf of an organization. If a refund is entered as offline, the organization must provide the refund amount directly to the payer in order for the payer to receive their refund.

  1. The option to refund to card will only be available if the payment was made online. Refund to card is not available for accounts using WePay. To do so, team administrators will need to contact our support team, while organization administrators will need to follow the WePay refund steps.
  2. Card refunds do not support partial refund amounts. To process a partial refund, you will need to refund via cash or check.
  • Refund amount
  • Refund Details
  • Click Issue Refund
  • Tip: Invoice payment refund amounts will be added back into the balance due and increase the member's total amount owed. If necessary, the invoice can be canceled in order to remove the full balance due for that invoice if the invoice should no longer apply to the member being refunded. For more information, check out: Canceling Invoices.


    Refund Invoice Payments (mobile - teams only)

    Organization-issued invoice payments cannot currently be refunded on mobile, please use the steps above to refund on the web.

    1. Open mobile app
    2. Tap hamburger menu (Android) or ...More (iOS)
    3. Tap Invoicing 
    4. Under MEMBERS, tap the member to be refunded
    5. Tap Paid
    6. Tap the invoice title for the payment that needs to be refunded
    7. On the invoice details screen, under Payment Log, tap the payment to be refunded
    8. On the Payment Details screen, scroll to the bottom and tap REFUND PAYMENT
    9. Enter the refund details
      1. Refund amount
      2. Optional note
      3. Select the refund method (card, cash, or check)
        1. The option to refund to card will only be available if the payment was made online. Refund to card is not available for accounts using WePay. To do so, team administrators will need to contact our support team, while organization administrators will need to follow the WePay refund steps.
        2. Card refunds do not support partial refund amounts. To process a partial refund, you will need to refund via cash or check.

    10. Tap SAVE

    Refund Registration Payment

    Important: We are currently experiencing a high volume of refund requests, resulting in refund financial reporting and cardholder refund processing delays. During this time, refunds may take up to 15-21 days after a refund request is made. The funds to cover refunded amounts will be withdrawn from any existing TeamSnap balance and from the associated bank account that was set up for deposits on the Financials tab.

    1. Click the Registration tab
    2. Click the form name
    3. Hover over the Admin ... button for the desired participant registration
    4. Select Edit to open the participant's transaction summary 
    5. Click the Refund button to the right of the payment that needs to be refunded 
    6. Click Refund to submit refund for processing 

      Attention Offline refunds can be recorded in TeamSnap, but are not funded or processed by TeamSnap. TeamSnap can only process online payment refunds submitted for credit card payments and will never send cash, check, or other offline refunds to payers on behalf of an organization. If a refund is entered as offline, the organization must provide the refund amount directly to the payer in order for the payer to receive their refund.

    7. Select Full Refund or Partial Refund Amount (must enter refund amount for partial refunds)
      1. If processing fees were passed to the registrant, they will be refunded for full refund transactions. Processing fees are not refunded for partial refunds.  
    8. Click Save

    Tip: Registration payment refunds do not decrease the total owed by the amount refunded. To deduct the refund amount from the registrant's balance, enter a fee adjustment to decrease the amount owed by adding a negative adjustment, or delete the applicable program/fee from the registrant's fee summary. For more information, check out: Manage Registration Entries.

    Attention: ACH payments have a refund window of 90 days. If you wish to refund an ACH payment past that 90 day window, you will want to refund offline and log the refund in TeamSnap. 


    Common Questions

    What happens to transaction fees when I refund?

    At this time, TeamSnap refunds all transaction fees when a full refund is processed, and there are no fees for processing refunds. This applies to both registration and organization invoicing payments. For payments where the organization absorbed those transaction fees, those fees are credited back to the organization. Partial refunds do not refund transaction fees. TeamSnap will recover any funds for refunds from pending deposits (if applicable) or the connected bank account.

    Attention: TeamSnap Tournaments accounts at http://tournaments.teamsnap.com/ do not refund transaction fees. 

    When will payers receive their refunds? 

    TeamSnap and most banks/ card providers are currently experiencing a high volume of refund requests, resulting in delays in financial reporting of refunds and in the processing of refunds to cardholders. At this time, refunds may take up to 15-21 days after a refund request is made. 

    What happens to a refund if the card has been canceled or expired?

    If the original card expired or was cancelled, the new card will be credited with the refund. If the account is completely closed, the bank will usually send the refund to the new bank account or issue a check for the credit. It is very rare, even with canceled or expired cards for the refunded funds to not process successfully. If the payer doesn't see their refund in 15-21 days, you can always reach out to your TeamSnap support team with their transaction ID, and we can look up the refund and provide a tracking identifier---ARN (Acquirer Reference Number) and/or STAN:(System Trace Audit Number)-- that the payer can provide to the bank to track the refund. This info is only available once the refund has processed.

    Can I submit bulk refunds? 

     At the moment, registration and invoicing refunds can only be submitter per-payment. There is not a bulk refund option at this time, but there are a number of options available. Check out: Season and Payment Resources below.

    I've received a chargeback. What are my options?

    Chargebacks are payment disputed triggered by payers through their card providers. TeamSnap will do our best to work within the VISA and Mastercard guidelines to help you fight any payment dispute received from the inability to provide goods or services due to government orders and mandates. To learn more about chargebacks and your options for fighting them, check out  COVID-19 Payment Dispute Guidelines.

    Can I partially refund invoices?

    Organization Invoices can only be refunded online in full. Partial refunds for invoices can be submitted offline via cash or check. Here is how to refund invoices.

    Refund failed to process

    There are a few reasons why a commissioner may receive a "Refund Failed to Process" message. Here is how to identify the most common causes and what you can do about them: Understanding Failed Registration Refunds

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