Refunds & Credits
When a booking is cancelled or a payment needs to be reversed, SlotBase supports both refunds and account credits. This page explains how each works, who can initiate them, and what to expect during the process.
Refunds vs. Credits
SlotBase distinguishes between two types of payment reversals:
| Type | Description | Where Funds Go |
|---|---|---|
| Refund | A reversal of a completed payment | Back to the original payment method (card or offline) |
| Credit | An amount added to the player's account balance | Applied to future bookings or invoices |
Whether you receive a refund or a credit depends on the facility's policy and the original payment method. Online payments made via Stripe are typically refunded to the original card.
Who Can Initiate a Refund
Only facility admins and authorized staff can process refunds in SlotBase. Players cannot issue refunds to themselves. If you believe you are owed a refund, contact your facility's front desk or admin team.
Refund Process for Online Payments (Stripe)
When a refund is issued for a payment made through Stripe:
- The admin navigates to the booking or invoice with the payment to be refunded.
- The admin clicks Refund on the payment record.
- The admin enters the refund amount (full or partial).
- The admin confirms the refund.
- SlotBase sends the refund request to Stripe.
- The refund is processed and returned to the player's original card.
Refund Processing Statuses
Online refunds go through the following statuses:
| Status | Meaning |
|---|---|
| Pending | The refund has been requested but not yet submitted to Stripe |
| Processing | The refund has been submitted to Stripe and is being processed |
| Completed | The refund has been successfully returned to the player's card |
| Failed | The refund could not be processed (e.g., expired card) |
Stripe refunds typically take 5-10 business days to appear on the player's card statement, depending on the card issuer. This timeline is outside of SlotBase's control.
Refund Process for Offline Payments
When a refund is issued for a payment made offline (cash, check, etc.):
- The admin navigates to the booking or invoice with the payment to be refunded.
- The admin clicks Refund on the payment record.
- The admin enters the refund amount and selects the refund method.
- The admin records the refund in SlotBase.
- The facility returns the funds to the player through the agreed-upon method (cash back, new check, etc.).
For offline refunds, SlotBase records the transaction but does not actually move money. The facility is responsible for physically returning funds to the player.
Partial Refunds
SlotBase supports partial refunds for both online and offline payments. A partial refund returns only a portion of the original payment amount.
Common scenarios for partial refunds:
- A player cancels one session out of a multi-session booking
- A late cancellation fee is deducted from the refund
- A no-show fee is applied, and only the remainder is refunded
Cancellation Fees and Refunds
When a player cancels a booking, the refund amount may be reduced by cancellation fees:
| Scenario | Refund Calculation |
|---|---|
| Cancelled outside the cancellation window | Full refund |
| Cancelled inside the cancellation window | Full amount minus late cancellation fee percentage |
| No-show (player did not attend) | Full amount minus no-show fee percentage |
Your facility's cancellation window, late cancellation fee percentage, and no-show fee percentage are configured in Payment Settings. Check with your facility for their specific policy.
Account Credits
In some cases, a facility may issue a credit to your account instead of a refund:
- Credits are applied to your billing account balance.
- Credits are automatically applied to your next invoice or booking payment.
- You can view your current credit balance in your player dashboard under Account.
Transaction Records
All refunds and credits are recorded as transactions in SlotBase:
| Transaction Type | Description |
|---|---|
| Refund | Money returned to the player |
| Credit | Amount added to the player's account balance |
| Debit | Amount charged against the player's account balance |
These records appear in both the player's payment history and the facility's transaction log.
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