Refund or credit didn't arrive
A dancer expected money or a credit back and didn't get it. Who cancelled, when, how they paid, your settings, and what to do in Stripe.
For owners and managers
First find out who cancelled, and when. Then how they paid. The answer is almost always in this table.
Look the dancer up under Members → their Payments and Attendance tabs, and on the class's history.
The dancer cancelled#
| Booking | In time | Late, or after the start |
|---|---|---|
| Open class with credits | Credit back. | No credit back. |
| Open class paid per class | Money back, if Refund a cancelled single visit is on. Otherwise no refund. | No refund. |
| Paid try-out | Money back, if Refund a cancelled try-out is on. | No refund. |
| Course block | Refund, until your block window. | They can't cancel. |
"In time" is your window under Cancellations: A class: free cancellation until for classes and try-outs, A block for courses. Cancelling exactly at the deadline counts as in time.
A course week they can't make isn't a cancellation. They keep the seat, nothing is refunded, and they may be able to catch the week up; see Catch-ups.
They didn't come#
Marked Absent after the class started, they're a no-show: the credit stays spent and nothing is refunded. Marked absent before the class starts, a credit comes back.
If they were marked absent by mistake, correct the register; see Take attendance.
Your school cancelled#
A date your school cancels, an open class you end, or a course you cancel refunds everyone unless you unticked Refund in the dialog: credits back, per-class and try-out payments refunded whatever your windows say, and course members the share for the weeks that won't run. See Cancel one date and Course editor.
When you cancelled, the app said how many payments were refunded: "Cancelled. 18 dancers were told, 2 payments refunded." If a refund failed at Stripe, it said so too ("1 refund did not go through"). Check below.
Your team removed them#
Removing someone who paid refunds them only if Refund €… was left ticked in the dialog. For a block that had started, that's the share for the weeks still to come, not the whole price.
Check the payment#
On Payments, find the payment (search what it was for, or open the Refunded tab):
- Refunded: Dansly asked Stripe to refund it, and Stripe did. Card and iDEAL refunds can take several working days to reach the dancer's bank account.
- Part refunded: part of it went back, for example the weeks of a block that won't run. The rest was for weeks already danced.
- Paid: no refund was made. If one should have been, use Refund… on that payment on the dancer's page under Members, or your Stripe dashboard for anything else.
- Failed or Not completed: they never paid, so there's nothing to refund.
Every refund that reaches Stripe, whoever started it, sends the dancer an email saying how much is on its way back. If they say they had no email, the refund probably didn't go through: check the payment below.
Credits don't pass through Stripe. A returned credit shows straight away in the dancer's credits left for that month.