What you’ll find in this article
How to apply a refund (full or partial), how refunds can be created when you change or cancel a registration, and where admins can review and approve refunds.
Availability: Web browser only.
How refunds work in Sprocket
In Sprocket, refunds are applied by using a credit/discount to offset a prior payment. This lets you refund money without canceling the player’s registration.
Refunds can also be created when you change or cancel a registration. In those cases, a refund may be generated automatically based on the price difference and your selections.
After a refund is created, it will show as pending until it’s approved. You can approve pending refunds from the player’s profile, the Admin Dashboard, or the Refunds Report.
Changing or cancelling a registration
Changing or cancelling a registration can also create a refund. If a refund is created, it will show as pending until an admin approves it.
Change a registration
Use this to switch a player from one registration to another without having the family re-register (example: Half Day Camp to Full Day Camp).
In the left navigation, select Players, then click the player’s last name.
Select the Programs tab.
Find the registration you want to update, select the ellipsis ( ... ), then select Change Registration.
Select the registration the player should be changed to, then select Next.
Review the change, then select Apply Change.
If the new registration costs less, the player may be refunded the difference. If the new registration costs more, the player will be prompted to pay the difference.
Cancel a registration
Use this when a player is no longer participating in the program. You can refund revenue and/or apply funds as a credit for future registrations.
In the left navigation, select Players, then click the player’s last name.
Select the Programs tab.
Find the registration you want to cancel, select the ellipsis ( ... ), then select Cancel Registration.
Choose whether to issue a refund, a credit, or both:
Enter the values for refund and/or credit, then select Cancel Registration, or
Select No, do not issue a credit or refund now, then select Cancel Registration
Any refunds created from a cancellation will pend for administrative approval via the Refunds Report.
Apply a refund to a registration
Use this when the registration is paid in full, or has prior payments from a payment plan, and you want to refund without canceling the registration.
In the left navigation, select Players, then click the player’s last name.
Select the Programs tab.
On the registration you want to refund, select the ellipsis ( ... ), then select Apply Refund.
To apply the refund, use a credit/discount to offset the payment:
Select an Existing Credit/Discount, or
Select Add a New Credit/Discount
Review the changes, then select Apply.
Once the credit/discount is applied, the refund will pend for administrative approval via the Refunds Report or the player’s Programs tab.
Apply a partial refund to a payment plan installment
Use this when you want to refund a specific installment payment without canceling the registration.
In the left navigation, select Players, then click the player’s last name.
Select the Payments tab.
Next to the installment you want to refund, select the ellipsis ( ... ), then select Apply Refund.
To apply the refund, use a credit/discount to offset the payment:
Select an Existing Credit/Discount, or
Select Add a New Credit/Discount
Review the changes, then select Apply.
Once the credit/discount is applied, the refund will pend for administrative approval via the Refunds Report or the player’s Programs tab.
Approve a refund
You can review and approve pending refunds from any of the options below.
Option A: Approve from the player’s profile
Navigate to the player’s profile.
Select the Programs tab.
Select Review next to the pending refund to open the details, then approve.
Option B: Approve from the Admin Dashboard
On your Admin Dashboard, find the Club Activity panel.
If enabled, look for Pending Refunds (past day, 7 days, and 30 days).
Select a time range to open the Refunds Report, then review and approve.
Option C: Approve from the Refunds Report
Go to Reports > Refunds.
Select Review on the right-hand side of the refund request to open the details, then approve.
ACH Direct Debit refund notes (Stripe)
Stripe allows a maximum of 730 days from the date of the original payment to submit a refund for an ACH Direct Debit payment.
Important: At this time, refunds are not possible when invoicing is used. If you anticipate needing refund flexibility, consider whether invoicing is the right billing method.
FAQs
Do refunds automatically process when I create them?
No. After a refund is created, it will show as pending until it’s approved by an admin.
Can I refund a player without cancelling their registration?
Yes. Use Apply Refund on the registration and apply a credit/discount to offset the payment.
What happens if I change a registration to a lower-priced option?
If the new registration costs less, the player may be refunded the difference. If it costs more, the player will be prompted to pay the difference.
Where can I see and approve pending refunds?
You can approve pending refunds from the player’s profile, the Admin Dashboard, or the Reports > Refunds section.