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Refunds

Refund a Stripe payment fully or partially from the admin, what it costs you, and how to handle offline payments and cancelled events.

2 min read · Updated 2026-09-16

Stripe payments#

Refunds for card / Apple Pay / Google Pay payments are issued from the admin and processed by Stripe.

  1. Open the event → Member tab → click the member.
  2. Under Payment, open Stripe Payment Transactions to reach the member's payment page.
  3. On the transaction, click Refund.
  4. Enter the Refund Amount – the maximum shown is the original amount ("Amount (Max: 150.00 HKD)"). Enter a smaller number for a partial refund.
  5. Pick a Reason – Requested by customer, Duplicate or Fraudulent – and an optional Description. These are admin remarks only; the buyer does not see them.
  6. Click Confirm on "Refund 150.00 HKD? This cannot be undone."

You see "Refund successful"; the payment status becomes Refunded or Partially Refunded, and the refund appears under Refunds with its amount, time and status. Stripe returns the money to the buyer's card, typically within 5–10 business days depending on their bank.

Rules#

  • Only one refund per payment ("Only one refund can be made for each payment.") – decide the amount carefully; you cannot refund HKD 50 today and another HKD 50 next week.
  • Amount must be > 0, ≤ the original amount, with at most 2 decimals.
  • The ticket fee is not returned when you refund. On a full refund of a HKD 150 ticket you lose HKD 9.85 – see Fees.
  • A refund needs an available Stripe balance; if a refund fails ("Refund failed"), check your balance and the failure message on the payment page, or issue it from the Stripe Dashboard.
  • Refunding does not change the member's approval status or free the seat. Set them to Declined or remove them if they are no longer coming.

Offline payments (FPS / PayMe / transfer)#

The Ground never held this money, so refund it the way it came: FPS / PayMe / bank transfer. Then:

  • set the member's Payment status to Invalid or leave Paid and add a note under Internal Record → Remarks (e.g. "Refunded HKD 150 by FPS on 20 Sep"), and
  • set Approval to Declined or remove the member to release the seat.

Cancelled events#

Cancelling an event notifies everyone but does not refund automatically. Work through the Member tab and refund each Stripe payment as above; offline payments as described. Because ticket fees are not returned, consider offering a credit for the next event or postponing instead of cancelling. See Cancel or delete an event.

Group tickets#

A group booking is a single payment. To refund one person out of a group of three, issue a partial refund for that seat's amount (remember: one refund per payment, so do it once for all seats that drop out).

Your refund policy#

Write it in the event description and in your offline payment instructions – for example "Full refund up to 48 hours before; no refund after" – so members know before they pay.