How do I give my players a refund?

It happens to the best of us -- you're just over an hour into the session, and your internet cuts out. Perhaps your players forgot to skip a session they told you they wouldn't be able to make. Maybe you forgot to cancel a session altogether 🤦🏻! StartPlaying charges players one hour after a session's start time in anticipation of such issues, but sometimes life gets away from us. If you're unsure about when it's appropriate to give your payers a refund, check out StartPlaying's minimum refund policy!

If you need to give your players a refund, here is what you do:

Navigate to your "Payouts" page

  1. Click on your Profile Picture at the top right corner
  2. Click on "Payouts"

Scroll to find the correct transaction

You'll need to scroll through your "GM Transaction History" to find the correct transaction. Be sure you check these items:

  1. Player Name
  2. Adventure Name
  3. Date
  4. Time
  5. Price

We can not reverse a refund, so please make sure you verify this info!

I highly suggest using the  Ctrl + F for PC or Cmd + F for Mac to search for the Player name or Adventure title.

Click the Blue "Refund" button

After you've made sure you have the correct Adventure, Player, Date, Time, and Price, click on the blue "Refund" button next to the booking. 

Choose a reason for the refund

Use the drop-down menu to choose a reason for the refund. If the reason is other, let us know. (We look into the reasons to see if features need to be built)

Then click the blue "Refund $x.xx credit". Clicking this button completes the refund and is irreversible.

Congrats -- your player is refunded!

Follow-up questions:

How long do I have to process a refund?

You have 14 days to process a refund. If you try to process a transaction that is older than 14 days, you'll receive an error. But you can still reach out to the Support Goblins to process an older refund. Follow the instructions in this article on what information they will need!

Another link to StartPlaying's refund policy!

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