Cancellations, Refunds, and Charge Errors
Cancellations
Rainout and Weather Cancellations
When bad weather affects a Club, an Admin can cancel multiple Reservations and Events with the Weather Cancellation feature. To do so: Click on the da...
What is a Cancellation Policy?
A Cancellation Policy is a universally applied rule in many industries to incentivize Customers to cancel their Reservations or Event attendance as ea...
Cancellations with Bill Splitting
There are a few things to consider when it comes to cancellations and Bill Splitting What happens if the Reservation Holder cancels the Reservation? W...
Can a Customer cancel their Reservation?
Yes! Customers can cancel their Reservation or participation in an Event if they change their mind about attending. It’s important to note that when b...
Is the Cancellation Policy different for Events?
Yes! The Cancellation Policy is unique to Reservations. When it comes to Events, each Event has a Cancellation Policy that the Admin can set and chang...
Why is a Cancellation better than a No-show?
For Customers who cancel their Reservation or Event participation, there is a chance for another Customer to book that court/table time or to take the...
Is there a Stripe fee for Customer Cancellations?
Knowing that the Customer is charged the Cancellation fee right away when the Customer cancels their Reservation or Event participation, and knowing...
When is the Cancellation fee charged to the Customer?
Unlike how the PodPlay system will charge Customers after their Reservation is over in order to bundle charges (learn more in this article), a Cancell...
Refunds
How do I issue a Refund?
Yes. You can Refund your customers in the Admin Dashboard in the Customer’s Account. First, ensure you understand why the customer is asking for a ref...
Can I give a partial Refund?
Yes! You can give the Customer a Partial refund by changing the value of the amount to a Refund. To learn more about providing Refunds, read this art...
Will a Customer receive a Refund if they are removed from a Reservation?
A Customer does not pay for the Reservation until after the Reservation is held, so in a situation where an Admin removes a Customer from a Reservatio...
What is the value of detailing the reason for a Refund?
Referring back to the details of a refund is good business practice. There may come a time when you need to refer back to the reason a customer asked ...
What are the different Reasons to Refund a Customer?
The three most frequent reasons a customer will request a refund are: Requested by Customer, Fraud, and Duplicate charge. These are the three options ...
What is the difference between Refunding a Customer’s Money or Credits?
A Customer receiving a Money refund will have all their money returned. When this happens, the initial transaction/purchase with a Stripe fee, will be...
How long does a refund take to process?
When a refund is issued it is processed on PodPlay’s system immediately. Stripe will then begin the refund process, which may take up to 10 business...
Can I log into Stripe and provide a refund from there?
You can provide any and all Refunds through the PodPlay Admin Dashboard . You will not provide Refunds through Stripe.
Why would I Refund a Customer with Credits instead of Money?
A Credit has a 1-for-1 dollar value and saves the Club money by reducing the number of transactions through Stripe . For every transaction in Stripe,...
What if a Customer has a dispute?
The value of the PodPlay system is that because the Customer is not charged until after their Reservation, this ensures that the Club has the Customer...
Charge Errors
Generating a Payment Link
There are two ways to generate a Payment link: Complete a failed charge Send a payment link for a drafted charge Used for Private Events or prompting ...
Status Flags for Purchases
In the Dashboard, there are Status Flags next to Customer purchases. These Status Flags are markers that let the Admin know what is happening with a C...
Failed Charges with Bill Splitting
If a Reservation is booked by a Customer who then invites their friend to split the bill of the Reservation, there is a chance the invitee will have a...
Booking failure in Slack
For Clubs with dedicated Slack channels, when there is a "Booking Attempt Failure" the customer will see an error and will be prompted to try again. A...
Customer charge error from Dashboard
When an Admin charges a Customer from the Dashboard, it is a new charge on the Customer’s credit card (cc) There are various reasons why the charge ma...
Who is notified when a Customer’s credit card doesn’t work?
A Customer’s credit card (cc) might not work when purchasing, so the PodPlay system has notifications put in place. For each of the different reasons ...
How to handle Customer charge errors
If your Club has a Front Desk, the Front Desk will be monitoring the Overview page of the Dashboard to anticipate who is coming into the Club. An Admi...