INTRODUCTION
Feature Summary: When a court closure impacts a booking or event, system users can issue a full or partial refund to affected members.
Use Cases: System users can streamline closure management by:
Canceling existing reservations and events affected by the closure
Issuing full and partial refunds when bookings cannot be rescheduled
This ensures members are properly credited when closures disrupt scheduled play.
PREREQUISITES
Create a court closure.
This article shows system users how to issue refunds caused by closures. There are other ways to issue refunds:
Manually issue refunds from the TRANSACTIONS > REFUNDS page.
Manually issue refunds from a member's user page.
Manually issue refunds from the admin scheduler.
Configure settings to auto-approve refund requests.
SETUP REQUIREMENTS
The first step is to open the Closures page.
Log in to the admin dashboard.
Click the Closures button at the top-right of the admin panel.
Locate the closure with the affected reservations and click Edit.
Canceling a Reservation and Issuing a Refund
Closures can affect court bookings and events. This section shows system users how to manage affected court bookings. Scroll down the page to learn how to manage affected events.
Affected Court Bookings
There are two ways to manage court reservations affected by a refund: 1) cancel the reservation first, then process the refund, or 2) issue the refund first, then cancel the reservation.
The main difference between the two options is handling a large number of refunds. Both options let the system user approve refunds one member at a time. Choose the cancel first and then refund option when there are many refunds to process because it has a bulk process tool.
Option 1 - Cancel First
From the Closures page, confirm your affected court(s). A table of affected reservations and registrants will display. Go to a row and click the X (cancel) icon.
Review the payment information in the popup window. Enter a reason for the cancellation (optional but recommended). Click Cancel Reservation and then Yes in the confirmation popup window.
CourtReserve adds the reason to the email notification that each player receives when a court booking is canceled (if the system user enables this feature). See example below. It important to note, however, notifications triggered by a closure do not notify players about refunds.
CourtReserve returns to the Affected Bookings table and removes the canceled court booking. Click Save to close the page and then complete the last step - issue refunds.
Issue Refunds
If the players paid for their court time and rescheduling is not an option, then a system user can issue a refund.
Go to TRANSACTIONS > REFUNDS on the side menu.
Click the Pending Refunds tab. Note: When a closure occurs, the Pending Refunds tab automatically excludes players who made a booking but did not submit payment.
Use the Requested From / To dates to narrow the search results, or use a blue button at the top of the page (e.g. Yesterday, Today, etc.).
Locate the players who need a refund. System users can click the Accept button in each row and approve refunds one at a time. To bulk approve refunds, check all the required boxes next to relevant transactions and click the Accept Selected button.
After clicking Accept or Accept Selected, review the information in the confirmation popup window. Click the fields in the Refund Destination drop-down menu and select a refund option and then click Save.
To confirm the refund, click the Accepted Refunds tab and locate the player names. Optionally, click the Transaction Links icon to see more details.
Option 2 - Refund First
Choose this option to issue a refund first and then cancel a reservation. This option works well if the system user needs to issue refunds to a small number of players because there is no bulk approve option.
Go to the Affected Bookings table on the Closures screen. Select a row and click the pencil icon.
Scroll down to the bottom of the Edit Reservation page and click the blue Transactions button.
Go to the Transaction Date column and click the date link.
On the popup window, click the Refund button.
On the next page, review the information. Click the Refund Destination field and select an option on the drop-down menu. Add a note (optional) and then click Save.
Close the Transaction Details window and repeat the steps to refund other payments, as needed. Close all the popup windows, and click Save on the Edit Reservation page.
Finally, cancel the reservation. System users have two cancel options.
Click the X icon on the Affected Bookings table. Or,
Click the red Delete button on the Edit Reservation page.
Save and refresh the page. CourtReserve removes the canceled reservation(s) from the Affected Bookings table.
Managing Events
Events can also be canceled because of court closures. If the event has started but has not finished, system users can issue a partial refund.
Go to the Affected Bookings table and locate an event. Rows with events have a plus (+) sign which, if opened, displays information about each registrant (e.g. payment status).
If the event has already started (e.g. a multi-day event), the Used Time column shows the completion rate. This figure is important for cancellations caused by court closures because CourtReserve issues pro-rated refunds for events that start but do not finish.
The first step is to cancel an event or part of an event.
Click the X icon.
Use the checkboxes to select the day(s) to cancel.
Add a cancellation reason (optional but recommended). CourtReserve adds this information to the email notification sent to the affected registrants. Important: Notifications triggered by a closure do not notify players about refunds.
Click Cancel Event and then Yes in the confirmation popup window.
Issue Refunds
Next, issue a refund.
Go to TRANSACTIONS > REFUNDS on the side menu.
Click the Pending Refunds tab.
Use the Requested From / To dates to narrow the search results, or use a blue button at the top of the page (e.g. Yesterday, Today, etc.).
Locate the event registrants who need a refund. System users can click the Accept button in each row and approve refunds one at a time. To bulk approve refunds, check the boxes next to the relevant transactions and click the Accept Selected button.
After clicking Accept or Accept Selected, review the information in the confirmation popup window (e.g. Paid Amount and Refund Amount). Click the fields in the Refund Destination drop-down menu and select a refund option. Click Save and then OK in the confirmation popup.
To confirm the refund, click the Accepted Refunds tab and locate the player names. Optionally, click the Transaction Links icon to see more details.
Partial Refund Example:
In the screenshot below, CourtReserve shows the amount to refund is $100. However, the registrant fee for this two-day event was $200. Because registrants completed the first day (the second day was canceled), CourtReserve automatically calculates a pro-rated refund.
USER PERSPECTIVE
Below is an example of a closure notification. In this case, the player was manually issued a refund by the system admin; however, refund details are not included in the closure notification. If a system user would like to inform the player about the refund, a separate email must be manually sent.
Players can confirm refunds in the member portal or mobile app. In the mobile app, go to More > Billing > Transactions > All to view refund details.
