No-Show Policy for Open Matches: what clubs need to know

Playtomic's No-Show Policy applies to Open Matches. When a player doesn't attend a match and hasn't cancelled their spot at least 24 hours before the start time, the other players in the match can report it so our Customer Care team can review the case.

This article explains how the process works and what role your club plays in it.

How the process works

• Players can cancel up to 24 hours before the match. After that window, if they don't show up, it's considered a no-show.

• The no-show should be reported as soon as possible. Playtomic can no longer process a report once:

  • the match result has already been confirmed, with or without a score, or
  • the match took place more than 7 days ago.

  This is checked automatically and can't be made as an exception, so it's worth letting your members know not to wait.

• Only the affected players can report the no-show, and only through Playtomic. The report must be sent by one of the attending players directly to Playtomic's Customer Care via the support chat in the player app. Your club cannot submit this report on the player's behalf — it has to come from a player who was in the match.
• The other players should name the absent player in the match chat. We recommend that the attending players write the name of the no-show player in the Open Match chat. A simple message like “Player X didn't show up” is enough. This gives our team the context we need to review the chat and the case together, and to process the no-show and any refund accordingly.
• The absent player pays back the refunded shares. A debt is created in the absent player's account for the shares Playtomic refunded to the attending players who paid online. They'll need to pay it in-app with a card before they can continue using the app. If no attending player paid online, no debt is created.
• The match result is voided. This keeps the no-show from affecting any player's level.

How refunds work and your club's role

• Shares paid online are refunded, except club wallet credit. If an attending player paid their share online (for example by card, Apple Pay, Google Pay or a local payment method), we refund it once the report has been reviewed. This can take up to 10 days from review, plus 2–15 business days for the refund to reach their bank, depending on their bank's own processes.
• Shares paid with club wallet credit are not refunded by Playtomic, even if the player paid in the app. Club wallets are managed exclusively by each club, so Playtomic can't return the credit. The decision to return the used credit to a player's wallet is entirely up to your club.
• If your club wants to top up a player's wallet again, you can do this yourselves following the steps in Club Wallets: managing player balances.
• If no attending player paid online, no refund is issued and no debt is created for the absent player.

Good to know

• If the match result has been confirmed, the No-Show Policy no longer applies.
• Only players can file reports, so please ask your members to contact Playtomic's Customer Care via the app's support chat promptly to report a no-show. They should also name the absent player in the match chat so our team has the context to review the case.
• Encourage your players to pay online with any method except club wallet credit: it's the only way they're guaranteed a refund if someone doesn't show up.

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