1. The short version
From a camp’s roster in your dashboard, one sheet handles all three things a family can ask for: a refund to the card they paid with, a credit toward a future camp, or a cancellation with no money moved. The family gets one email saying exactly what happened. Your dashboard’s Refunds and credits card totals what has gone back, what refunds have cost in card fees, and the credits you still owe.
Moving money is the account owner’s job: an editor on your account can cancel a registration but cannot refund or credit one. Nothing here needs us in the loop, and nothing here can be undone from the dashboard, so the sheet closes the choices you cannot make and says why beside each one.
2. Where it is
- Sign in at your camp site’s /manage address and open the camp from your dashboard.
- On the roster, tap a player’s card. It opens one sheet over the page, whether the family paid by card through the site or holds a reserved spot.
- A player who has already come off the roster is listed beneath it under Players who came off the roster, with the same button beside their name, so a refund can follow a cancellation rather than having to happen in the same sitting. A player withdrawn on the camp roster whose registration still stands also has Restore, which puts them back on their team and in their bed, provided their spot has not gone to someone else.
- If your account has the finance grant, Finance in the left rail opens Refunds and credits: type a family or camper name, press the button on their row, and see the credits you owe and what you did lately.
3. The three outcomes
Refund to the family’s card. Offered when the family paid by card through the site. The amount starts at what the standard policy sends back, which is what they paid less the card processing fee (section 5), and you can type a different one. Stripe normally confirms the refund at once; the money reaches the family’s card in 5 to 10 business days. Occasionally Stripe answers “pending” instead, and the sheet and the family’s email both say so until it settles, which the dashboard checks every night.
Credit toward a future camp. Any amount up to what the family paid. The credit is recorded on your dashboard under Credits owed and held under the family’s email address for your program only. When they register for another of your camps with that address, the form says a credit may be on file and asks for the last 4 digits of the phone number or card used for the original registration. Once they enter them, checkout takes the credit off the total and they pay any difference; if the camp costs less, the rest stays on file. Without those digits the form charges the full price and the credit stays on file. Nothing goes back to the card and nothing is lost in fees. A registration can carry a refund or a credit, not both. If a registration a credit paid for is canceled before camp, that credit goes back on file.
No refund. Records the cancellation. If the family paid, their email says the payment is staying under the policy they accepted; if they had a reserved spot, it says no payment was taken.
In every case a reason is required. It is kept in the camp’s change log for you and is not sent to the family. Keep their spot on the roster is off by default and appears only while the player is still on the roster; turn it on for a partial refund to a player who is still coming. The family is always emailed. When a spot is released on a camp that is still ahead, the waitlist is offered it the same way it would be after any other withdrawal.
4. What the family receives
One email, from your camp’s sending address: the amount and whether it has been refunded or only submitted, whether the spot was released, the confirmation number, and where to reply. A credit email gives them the credit code: they enter it on the Review step when they register for your next camp, from any email address, and the credit comes off the total. If your site does not have email sending set up, no email goes out and the sheet says so when you confirm, so you can tell the family yourself.
5. What a refund costs
Stripe keeps its processing fee when a payment is refunded. On a card payment that is about 2.9% plus 30 cents; the exact figure is recorded on each payment. A $175 registration refunded in full returns $175 to the family and leaves $5.38 with Stripe. A partial refund keeps a proportional share of the fee.
The Money card on your dashboard totals Stripe card fees, refunded payments included, so the number is never a surprise at the end of the season. Who pays them follows your terms with us: where your program pays card processing at Stripe’s cost, the fees come off your net; where we carry card processing, the row reads Paid by ASG and never does. A credit costs nothing in fees, which is the practical reason to offer one when your policy allows it.
Our standard policy now passes that fee to the family on a cancellation the family chose: they get back what they paid less the processing fee, so the camp is not out of pocket for a refund it did not ask for. The sheet does the arithmetic. On a $175 registration the amount opens at $169.62, so the policy is what happens if you press Confirm without changing anything. The family’s email says the same thing in the sentence that gives them the amount, so the short refund is explained before they ask.
You can still type more. If the camp itself is canceled, or a family cannot attend for medical reasons, the policy returns the whole $175 and the fee is the camp’s to absorb, so the field accepts it rather than refusing it. Put the why in the reason; it goes to the change log. For families who registered on the policy dated November 4, 2026 or later, a medical refund needs a note from a licensed medical provider; without one the medical cancellation is a full credit instead, and the sheet reminds you when you choose a refund for one of those families. A credit is unaffected: it costs nothing in fees, so the amount opens at everything the family paid.
6. Your refund policy
Every family accepts your refund policy when they register, and the amount the sheet opens at follows the terms that family accepted rather than the ones on the site today.
Your site carries our standard policy until you change it. To change it, open Your Website in your dashboard, find Cancellation & refunds, edit Policy text, and press Save. The new text shows on every camp page and applies to registrations from then on. Reset to standard puts our text back.
If your policy has a no-show term, a family who accepted it and has no check-in on file after the camp ends shows No check-in on file on Refunds and credits and on the refund sheet. Nothing happens on its own: the family keeps their registration until you decide, and you can still hold a credit for them. Check your attendance first, because a camp run on paper may have no check-ins at all.
7. Things worth asking us
Can I refund a family who reserved a spot and paid at camp? Not from the dashboard. The site never took that money, so it has nothing to send back and offers only the cancel-only choice. Money a family handed you in person is yours to return.
Can I put a canceled player back? Not from the dashboard. The family can register again while the camp is open, and if the original spot or price needs restoring, ask us.
What if a family disputes the charge with their bank? Tell us. Disputes come to us as the merchant of record, and Stripe will not refund a charge that is under dispute, so the sheet will decline it and say why.
What if we refund a family for you? A refund we make from Stripe on your behalf is recorded on your dashboard as well, so the roster and the totals stay right.