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Issue Refunds for Member Payments

Need some guidance for how to deal with refunding during the COVID-19 pandemic? Learn more by watching the TeamSnap Roundtable: Rethink Your Revenue Game Plan webinar recording. You can also find additional COVID-19 related resources in our At Home Resources 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)

  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)
      IMPORTANT: Please be aware that we 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. The funds to cover refunded amounts will be withdrawn from any existing TeamSnap balance and from the associated bank account that was set up for deposits on the Financials tab.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. 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.
    2. Refund amount
    3. Refund Details
  6. Click Issue Refund
Tip: Refunds for Invoice payments will set the amount refunded back as 'owing.' If you want the amount refunded to no longer be owed by the payer, you can cancel that entire invoice to no longer request payment via that invoice. 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)
      IMPORTANT: Please be aware that we 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. 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. 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

  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 processingScreenshot of refund pop-up modal.
  7. Select Full Refund or Partial Refund Amount (must enter refund amount for partial refunds)
    IMPORTANT: Please be aware that we 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. 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. 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: Refunds for Registration payments do not decrease the total owed by the amount refunded. If you want the amount refunded to no longer be owed by the registrant, you can use Fee Adjustments to subtract the amount owed by adding a negative Adjustment, or delete the program/ fee from the Registrant 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. 
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