Refunds & Credits

Updated May 2026

Process refunds when things go wrong. Give credits when you want to keep the money in-house. Either way, we make it easy.

Overview

Cancellations happen. Weather ruins outdoor plans, people get sick, schedules change. When a customer needs their money back (or at least a credit), Fieldspace makes it easy to handle it professionally without the back-and-forth.

Processing Refunds

When you need to refund someone:

Find the booking or payment in the system
Click "Refund"
Choose full or partial refund
Add a reason if you want to track why (optional but useful)
Confirm it

The money goes back to whatever card they paid with. Usually takes 5-10 business days to show up on their statement—that's the banks, not us.

Note

If the original card is expired or cancelled, the bank usually still routes the refund to the right place. If it can't, we'll let you know and you can issue an account credit instead.

Refund Policies

Set up rules so cancellations handle themselves according to your policy. No more case-by-case decisions:

Full refund if cancelled 48+ hours in advance
50% refund if cancelled 24-48 hours out
No refund within 24 hours of the booking
Credit only instead of cash refund (keeps money in your ecosystem)

When a customer cancels, the system checks your rules and tells them exactly what they'll get back. No confusion, no arguing, no "let me check with my manager."

Account Credits

Credits are like store credit—the customer gets their money back, but only to use with you. Great for:

Cancellations where you'd rather not lose the revenue entirely
Courtesy gestures when something went wrong (courts were dirty, lights didn't work)
Promotional offers ("Here's $20 to try a new sport")
Prepaid packages that haven't been used yet

Credits apply automatically at checkout. Customer books a $50 court, has $20 credit, pays $30. Simple.

You can set expiration dates on credits if you want. Some facilities do 90 days or a year. Others let them sit forever. Your call.

Handling Disputes

Sometimes a customer disputes a charge with their credit card company instead of asking you for a refund. (Annoying, but it happens.) Here's what to do:

You'll get an email notification when a dispute is filed
Fieldspace pulls together the evidence—booking confirmation, cancellation policy, etc.
You review and submit your response through the dispute portal
The bank makes a decision (usually takes 30-60 days)