When you unsubscribe customers from an activity (e.g. class or course), they get their visit back. Your customers can then use this visit for a future booking. In this case, however, the money will not be refunded.

If you want to refund the money to your customers, it is necessary to cancel the invoice. Depending on the method of payment and the time of booking, there are different things to consider:

Cancellation of invoices paid on site

If you cancel an invoice that has been paid on site (e.g. cash), you will have to refund the money yourself (e.g. in cash or by bank transfer). An automatic refund through Eversports is only possible if the invoice has been paid online.

Cancellation of invoices paid online

If you cancel an invoice that was paid online, your customers will automatically receive a refund via the same payment method which they used to pay. Example: If a customer pays online with a credit card and you cancel the invoice, Eversports will automatically refund the amount via credit card.

Cancellation of classes or trainings

If you cancel activities, customers are automatically logged out. In this case, however, there is no automatic cancellation of the invoices of the cancelled customers. This is especially important to know when booking with a single-ticket because single-tickets cannot be used to book an alternative activity. In this case, we recommend that you manually cancel the corresponding invoice so that the amount is refunded. Alternatively, the customer can be assigned a "block ticket with one visit" for 0 EUR. Your customer can then use this card to book another activity.

Cancellation of invoices paid online more than 90 days in the past

Unfortunately, invoices older than 90 days cannot be cancelled. This is due to the guidelines of our payment provider Stripe. In this case, the refund cannot be processed automatically. In this case, you can proceed as follows:

  • Under "Products" create a new article with the name "Refund" and sell it to the customer with the negative amount of the invoice and the payment method bank transfer. With this you correct the revenue.

  • Then transfer the amount to the customer manually.

Let us know if you have any further questions.

TEAM Eversports

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