Refunds
What you’ll achieve: money returned to a member for a payment, in full or in part.
Prerequisites: access to Payments, and your account password (you re-authorize each refund).
Two ways to refund
Section titled “Two ways to refund”You can refund from Club Manager on the web, or from inside the event in the mobile app. They are not the same tool — the web handles partial amounts, the app can hand back a voucher or a pack session instead of money.
| Club Manager (web) | Volley World app (mobile) | |
|---|---|---|
| Where you start | Payments, from the charge | inside the event, from the participant |
| Full refund | Yes | Yes |
| Partial refund | Yes | No — the full amount only |
| Refund as a gift voucher instead | No | Yes |
| Return a session to a training pack | No | Yes |
Refund in Club Manager
Section titled “Refund in Club Manager”- Open Payments and find the charge. Tap its refund icon (Refund this payment).
- On the Review refund step, check the cost breakdown and choose Full refund or Partial refund (for partial, enter a Refund amount up to the maximum).
- On Authorize refund, enter your account Password and tap Authorize refund.
- The refund processes with Stripe; on completion you’ll see Refund complete with a receipt. Tap Done.
Refund from the event in the app
Section titled “Refund from the event in the app”Useful when you’re at the court rather than at a desk: you’re already looking at the athlete who didn’t play.
- Open the event in the Volley World app and tap the participant in the sign-up list to open their card.
- In the admin tools, tap Refund. It appears only for a participant marked as paid on an event that sells online.
- If the athlete paid more than once for this event, pick the payment under Step 1 - Select Payment.
- Under Step 2 - Select Refund Type, choose what they get back:
- Monetary Refund — money back to the card they paid with. Offered only for payments made online in the app, and always for the full amount of that payment.
- Gift Voucher — no money leaves your Stripe balance; the athlete gets a gift voucher to spend with your club instead.
- Training Packages — the session goes back onto the athlete’s training pack so they can book another training with it. This is the only option for a session that was paid with a pack.
- For a monetary or voucher refund, enter your account Password and tap Refund payment. Returning a pack session doesn’t ask for the password — it happens as soon as you confirm.
The athlete is told either way: they get a refund confirmation email and a notice in their app.
Troubleshooting
Section titled “Troubleshooting””Monthly refund limit reached”
Clubs have a monthly refund cap, checked when you open a refund in Club Manager. It is there to protect your account. If you have reached it, the refund is unavailable until next month — or write to hola@volleyworldapp.com and we will raise your cap.
”Incorrect password”
Each refund needs your account password. Re-enter it; too many wrong attempts temporarily blocks the action.
There’s no Refund button on the participant
In the app, Refund shows only when the participant is marked as paid and the event has an online product to refund against. A participant you marked paid in cash has nothing for Stripe to return — correct that with the payment status instead.
”This event has been financially closed”
Once an event is closed, its payments are settled and the app blocks refunds and payment-status changes. Ask the club to reopen the event first.
”Please select a payment that has been realized through Volley World App”
The refund sheet found no open payment for this athlete on this event — either the payment was taken outside the app, or it has already been refunded.
”This payment was made with a training package”
A pack-paid session can’t be refunded as money or as a voucher. Choose Training Packages to give the session back instead.