Event management - questions and answers

In this article we sum up most common situations in event management and how to solve them.

Payments

1. Correction of fees for competition after the event has already been opened for entries:

"What should be done in case the competition fees have been set incorrectly and online entries have already been opened?"

• Contact the Help Desk. We are able to modify the fees and recalculate the payable amount for athletes. In the event that the fees need to be decreased, the excessive amount paid will be refunded to the athletes. If the fees need to be increased, the athletes will be required to make an additional payment.
• If some athletes are required to pay an additional amount, the administrative organizer should get in touch with them and inform them about the increase in entry fees.

2. The athlete asserts that the payment did not successfully process, resulting in their inability to pay for entries.

• There are various reasons why payment failures may occur, such as incorrect CVC numbers for card payments, insufficient funds on the card, inability to pass a 3D secure check, or other security issues. We recommend advising the athlete to select an alternative payment method and/or attempt the payment from a different device or network connection. Switching the device or network connection can sometimes resolve payment blockages for security purposes.
• If changing the payment method does not yield any results, please contact the Help Desk. In Stripe, we have the capability to trace each payment and identify the underlying issue in order to provide appropriate feedback.

3. Athlete claims that he/she haven´t received the returns. 

• First, check from the Event Finances if returns have been paid out (in Cashier report find the financial statement for the athlete and check the allocation of refunds and the status, you may also check the Payouts reports for the date, when refund was initiated).
• If refund has been paid out more than 5 business days ago, ask the athlete to check the balance of the card or the account from where the payment was done. All returns should arrive to the initially used card or account (if Bancontact or other direct payment method was used), not to the IBAN of the legal entity specified for the athlete.
• In case checking the balance doesn´t solve the issue, please contact the Help Desk. We will investigate the reasons and will give further instructions. Usually, Stripe provides the tracing number for the refunds that can be forwarded to the client´s bank for further investigations.

4. What to do if you need to issue refunds but do not have sufficient funds in your account?

• This scenario may arise if a significant number of athletes withdraw their participation or if certain competitions are canceled, requiring the return of previously paid out funds to the athletes.
• Fortunately, our system provides a solution by allowing you to top up the event's balance. Simply consult your financial expert, who can initiate a top-up from the Finances dashboard.