Payments
Refunds and chargebacks
What happens when money has to go back, and what Spotly does and does not automate.
Works, with limits
This exists today, but the notes below change what you can promise.
An order can be refunded in full or in part. A guest can raise a refund request with a reason, which appears against that order for the venue to deal with.
What Spotly records
- A refund request, with who asked and why
- Whether it was resolved or rejected
- The order's state afterwards — refunded, or partially refunded
Refunded and partially refunded orders stay in the venue's payments list, because the guest really was charged and hiding them would misstate the venue's revenue.
Chargebacks
A chargeback is the guest going to their bank instead of the venue. That happens on Stripe's side and follows Stripe's process. Spotly does not arbitrate it.
Important notes
There is no self-service refund flow and no automated refund policy. Spotly does not enforce "free cancellation up to 24 hours" rules. Do not promise either.
The first time a venue needs a refund, involve the Spotly team.
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