This article puts refunds and payouts in one place. It explains what you do in Playtomic Manager, when to contact us, and what you can see in your Stripe dashboard.
How do I refund a player?
Always from Playtomic Manager. You refund a player by cancelling what they paid for: a booking, a public class or a league. The online payment is then returned to the player automatically, and your reports and payouts stay correct.
- Bookings: cancel the booking from the Schedule. If the player paid online, they are refunded to the same payment method. See How to cancel a reservation.
- Public classes: cancel one session, all upcoming sessions or the whole series. See How to Cancel Public Classes and Manage Refunds.
- Leagues: teams are refunded automatically in specific cases. See Payments, refunds and billing for leagues.
- Refund to Club Wallet: if you prefer, you can return the money to the player's wallet. See Flexible refunds to Club Wallet.
Automatic refunds usually take between 2 and 15 business days, depending on the player's bank.
Note: if the player paid at the club, the refund is up to you, according to your club's policy.
When do I need to contact Playtomic instead?
Contact us in these cases, because you can't solve them from Playtomic Manager:
- A player topped up a Club Wallet online by mistake. Online top-ups can't be cancelled from Manager.
- A player was charged, but there is nothing to cancel.
- A player was charged twice.
Send us the player's name or email, the date and the amount.
What does my Stripe dashboard show?
Your Stripe dashboard shows your balance and your payouts. It doesn't show payments, refunds or cancellations. You handle all of these in Playtomic Manager.
How can I check my payouts?
Go to Payments > Payouts. For each payout you can download:
- Summary (PDF): the summary of the payout.
- Transactions (CSV): the details of each individual transaction paid or refunded in that payout.
To learn how to read both files, see How to read your payout reports: Summary (PDF) and Transactions (CSV).
To understand the amounts, see these articles:
- Service fees: Understanding your B2B Service Fees explains how they are calculated and matched to your payouts.
- Negative payout: Why did I receive a negative payout?
If a payout doesn't match, send us the payout date and the amount.
FAQ
Can I refund a player from my Stripe dashboard? No. Cancel the booking, class or league entry in Playtomic Manager. This way the refund is sent to the player and your reports and payouts stay correct.
Can I cancel an online Club Wallet top-up from Manager? No. Contact us with the player's name or email, the date and the amount.
Why does Stripe not show the player's payment? Your Stripe dashboard only shows your balance and your payouts. Payments are managed in Playtomic Manager.
How can I see which payments and refunds are in a payout? Go to Payments > Payouts and download Transactions (CSV) for that payout.
💬 Need Help?
If you have any questions or need further assistance, don't worry! 😊 You can always contact us. We're here to help!
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