Managing and Conducting a Refund in Stripe

Please note, this article covers providing refunds outside of PheedLoop’s Event Dashboard. If you wish to know how to conduct refunds, please review our Conducting Registration Refunds in PheedLoop article.

While PheedLoop offers the ability to conduct refunds for Attendees from the Event Dashboard, it may be beneficial to conduct refunds directly from Stripe or other payment processors if your team is using them.

Before we explain how to conduct refunds from Stripe, it is important to understand that whenever an attendee pays through Stripe, a small fee is charged on top of the total purchase. This fee cannot be refunded from the PheedLoop Event Dashboard but can be refunded from Stripe’s dashboard. 

Once the refund is made, we recommend recording the transaction in PheedLoop’s Event Dashboard manually to ensure results are updated.

The same proceeds will apply to other payment processors connected to your Event Dashboard such as Moneris.

Step 1 - Conduct the Refund in the payment processor

In your select Payment Processor, conduct the refund from your service’s dashboard. Once the refund has been conducted you can move onto next steps to update the refund into the Event Dashboard.

Step 2 - Recording the refund in the Event Dashboard

Now that the refund has been processed, it is time to record the refund in the Event Dashboard. Please note, that this step will not result in an additional refund. This step is purely for record keeping purposes.

Step 2.1 - Change the Payment Method from Credit Card to Other Payment Method

It is necessary to change the payment method from credit card to other payment method is a necessary step to ensure no additional money is paid back to the attendee.

1. From the Event Dashboard, navigate to Registration > Orders
2. Select the order to be refunded from the list
3. Scroll down to Payments
4. Select Actions > View/Edit Details
5. Under the Select Method field, select Other
   1. As an optional step, enter any information for internal use such as an explanation for the refund under the Private Notes field.
6. Select Save Changes

Step 2.2 - Refunding in the Event Dashboard

1. From the Event Dashboard, navigate to Registration > Orders
2. Select the order to be refunded from the list
3. Scroll down to Payments
4. Select Actions > Issue Refund
5. Under the Refund Amount field, enter the amount to be refunded
6. Select Save Changes

The attendee will now receive an email from PheedLoop confirming their refund has been processed. The attendee will not receive any money from this, conducting the refund is purely for record keeping purposes. Instead, the money the attendee receives should come from the dashboard of your Payment Processor.