How to Process a Refund (Stripe)

As a Hometown customer, you get to define your own refund policy with fans and are responsible for processing your own refunds if you are using Stripe for your payouts. There are a few different types of refunds:

Full Refunds

Purchasers receive a full refund that includes both the ticket face value + fees. This means that the school/organization will be responsible for paying any applicable fees, which will be deducted straight from the Stripe payout or account. 

Partial Refunds

Purchasers receive a refund for the face value of the ticket only. This means that the purchaser stays responsible for the applicable fees.

Price Adjustments

To refund a specific dollar amount for an order, you may conduct an adjustment. Please note that the price adjustment amount is per item selected. 

Bulk Refunds

If you need to refund an entire event, bulk refunds will refund ALL orders associated with the event that were made by credit card only. All other payment types (cash, check) must be refunded by the user.

It’s important to note that fees (both the Hometown fee and payment processing fees) are non-refundable. If you refund a customer for their entire order, the fees will be deducted directly from a payout. If the school does not want to be responsible for the fees, we recommend processing a Partial Refund.

📘 Instructions

1. Find the order in the Order List within the event or under Reports → Order List

   1. You can search for the order by Name, E-mail, Phone Number, Order Number, Last 4 digits of the Credit Card used, or Transaction ID

2. Click on Order Details next to the order you are looking to refund/adjust

3. Locate the red button that says Refund Charge - once selected, a window will open for you to choose your refund type

4. Select Submit Refund to process a Full Refund

Partial Refund

1. By selecting Partial Refund, you will then need to select each ticket to refund/adjust under the Tickets heading near the bottom, and then click submit

2. Check the box next to each Ticket ID you would like to include in your Partial Refund

3. Select Submit Refund

Price Adjustment

1. Switch the default select from Refund Items to Price Adjustment towards the bottom and check the box next to each ticket you would like to adjust under the Items heading

2. Enter the Price Adjustment Amount (amount is per item selected) - the amount entered in the box is the amount that will be refunded on each ticket selected (if $1.00 is entered, $1.00 will be refunded per ticket selected)

3. Select Submit Refund

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