How to refund a payment (For Legacy Stripe Accounts Only)

Please note: If you are using our new Stripe connection. Please refer to our Stripe Standard Account FAQs help centre article.

LiveHeats allows you to easily refund athletes or members in the case that they can no longer compete, or if your event is cancelled.

The below describes how refunding works with LiveHeats if your using our legacy connection (Stripe Express):

• How to refund a payment
• How refunds work with your bank account
• Bulk refund all payments in a cancelled event (paid fee - concierge service)

How to refund a payment

1. There are two ways to navigate to a payment:
   • If the athlete or member is still in your event or series, you can click on the payment reference from within the athlete or member dialogue: , or;
   • Alternatively you can go directly to the Payments area via the main top navigation menu. Here you'll find all the payments for event and membership registrations. Scroll to find the relevant payment, or use the search to find an item - e.g. a particular event or series membership:
2. Once you've located the payment, click refund and enter the amount you'd like to refund
3. Click Refund to process. This will trigger a refund and the funds (less transaction fees) will arrive on the user's account in 5-10 days

How refunds work with your bank account

Any fees collected during registration are not included in the refund. This is due to our payment partners Stripe deciding not to refund processing fees in 2020. You should take that into account when refunding someone. For example:

• athlete pays $10 for a registration
• after LiveHeats fees (for example, $0.75, the remaining amount would flow to your bank account - $9.25)
• they request to cancel their registration, so you refund them
• if you refund them the full $10, that amount is sent back to their account and withdrawn from your balance, so since you only received $9.25, you are left with a net balance of -$0.75
• instead, you could just refund them $9.25 so you do not incur a negative balance on the transaction

If your bank account is in Australia, United States, or Canada:

• the refunded amount will come out of the next scheduled payout to your bank account
• if you don't have any further scheduled payouts, the money will automatically be direct debited from your bank account

If your bank account is not in Australia, United States or Canada:

• the refunded amount will come out of the next scheduled payout to your bank account
• if you don't have any further scheduled payouts (e.g. your registration period has ended and athletes are no longer registering), the refunded amount will sit in your Stripe account as a negative balance until more payments (new registrations) arrive and another payout to your bank account is scheduled
• the maximum amount of time you can have a negative balance in your Stripe account for is 180 days. If no new payments flow into your account in this time, LiveHeats will issue you an invoice for the outstanding amount that has already been returned to your registrants, which can be paid via Paypal or Credit Card.

Concierge service by LiveHeats to bulk refund all payments in a cancelled event (paid fee)

If you face an event cancellation and you require bulk refunding all the payments in the event, you can work through each payment link to refund all payments using the article above. If you'd like LiveHeats to bulk refund all payments for a cancelled event for you, please fill in the below (or click here to open in new window). Please note there is a $50 USD admin fee for us to complete this work for you.