There are many reasons you may need to issue a full or partial refund to a registered athlete.
If you are linked up with us on Stripe and need to issue a refund, you must first ensure that Daily Payouts are not enabled in Stripe*. We are unable to issue refunds for anyone with daily payouts or without a balance in Stripe. Check out this article for help adding funds to your Stripe dashboard.
Once confirmed, please get in touch with us via Intercom (the chat icon in the bottom right hand corner of any Strongest screen) or at firstname.lastname@example.org to let us know you need to issue a refund. Once we've enabled refunds for your event, you will have a "Transactions" tab from within your management dashboard. Find and select "Transactions". From there, find the athlete who needs a refund. In the far right, you can select to refund the full amount or a partial amount (circled in red in the screenshot below).
*For us to be able to issue a refund on your behalf, you must have payouts set to either manual, weekly, or monthly. Daily Payouts will not ever accrue a balance in Stripe, which is necessary for us to issue refunds on your behalf. You can check your Payout schedule by:
Visiting your Stripe dashboard
Select settings in the upper right hand corner
Select "External payout accounts and scheduling" (circled in red in the first screenshot)
Editing payouts to weekly, monthly, or manual payouts
If you are not linked up with us on Stripe, no worries! We’ll issue your refund for you. Email email@example.com with the athlete name, email address, and amount they should be refunded (if not the full amount).