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Managing Payments

Overview

After participants have paid, you may need to make adjustments. The most common is a refund. Less common but sometimes needed: splitting one purchase across multiple people, transferring a purchase from one person to another, or recording a payment that came in outside Eventene.

Refunds are issued in Stripe, the system of record for money. Splits, Transfers, and manual orders happen in Eventene's Orders table.

How to Use It

Issue a refund

For security, refunds are processed in your connected Stripe Dashboard, not inside Eventene. Once you complete a refund in Stripe, the order's status in Eventene updates automatically to Refunded or Partial Refund.

You must have login access to your organization's Stripe account to issue a refund.

  1. Sign in to the Stripe Dashboard with the account linked to your Eventene organization
  2. Go to Payments and filter to Succeeded
  3. Find the payment using the customer's email, the amount, the Product, and the transaction date — confirm all four before continuing
  4. Hover the row's ... menu and choose Refund payment
  5. Choose a full or partial amount, select a reason, and add an optional note
  6. Click Refund

The customer gets a refund email automatically. Funds usually land on their statement in 5–10 days.

If your Stripe balance is below the refund amount, Stripe pulls funds from your connected bank account to cover it. The refund will not reach the customer until your Stripe balance covers it.

What happens in Eventene after a Stripe refund

  • The Orders Table updates in real time — the order status changes to Refunded or Partial Refund
  • The refunded amount appears on the order's detail row
  • The participant receives the refund email from Stripe (Eventene does not send a separate refund notification)
  • There is no separate dashboard indicator beyond the Order status change — monitor the Orders Table to track refunds

A native refund workflow inside Eventene is on the product roadmap but is not yet available. For now, all refunds are processed in the Stripe Dashboard.

Refunds when Credits were used

If the order was paid with Credits (Package redemption), the refunded Credits return to the participant's Credit balance — they are not invalidated. See Credits & Packages.

Offline and manual payments

If you collect a payment outside Eventene — by cash, check, or another platform — you can record it as a manual order. You can either mark it Paid right away, or record it as an Unpaid obligation and Mark as Paid later when the participant settles up. Every manual payment requires an organizer note for your records.

Manual orders show up in the Orders table alongside online orders, with the payment method and status (Pending or Paid) recorded so you can tell them apart.

For the full workflow — recording obligations, marking orders paid individually or in bulk, receipts, and corrections — see Offline & Manual Payments.

Advanced Workflows

The actions below — Split Payment and Transfer Payment — are for specific situations like family registrations. Most organizers will not need them often. Use these only when the situation calls for it.

Split Payment

What it does: Breaks one multi-quantity purchase into several single-quantity purchases. For example, an order with "3 × Workshop Ticket" becomes three separate "1 × Workshop Ticket" orders.

When to use it: When a participant bought a Product with quantity 2 or more and you need to assign each unit to a different person. The most common case is a parent buying several workshop tickets on one account, without specifying which child gets which ticket.

How to do it:

  1. Open the program's Payments tab and switch to the Orders view
  2. Click the order row to expand it and see line items
  3. On the line item, open the ... menu and choose Split Payment
  4. Confirm the split

Each split unit becomes its own line item that can be transferred independently.

Split is irreversible. Confirm the order details before splitting.

Transfer Payment

What it does: Reassigns a purchased Product from one person to another. The dollars stay where they are; only the "who bought this" changes.

When to use it: Often used right after a Split, to assign each unit to the correct person. Also useful when a participant accidentally bought something for the wrong family member.

Transfer only works between people who share an account (same email address) — typically family members or guests added under one primary account.

How to do it:

  1. From the Orders view, expand the order row
  2. On the line item, open the ... menu and choose Transfer Payment
  3. Choose the person to transfer the purchase to
  4. Confirm

Transfer to someone on a different account

The Transfer action only sees people on the same account. If the recipient has a different email, use this workaround:

  1. Note the recipient's existing email so you can restore it later
  2. Temporarily change the recipient's email to match the original purchaser's
  3. Run Split Payment and/or Transfer Payment as needed
  4. Restore the recipient's original email

Restore the email immediately after the transfer to avoid confusion in future communications.

Tips & Best Practices

  • Always issue refunds through Stripe — never delete a Product as a workaround for a refund. Eventene blocks deletion of purchased Products for exactly this reason.
  • Verify the customer email, amount, Product, and date before issuing a refund — refunds are easy to send to the wrong order
  • Use Split before Transfer when distributing one multi-quantity purchase across multiple people
  • Restore temporary email changes immediately after a cross-account Transfer
  • Reserve manual orders for genuinely off-platform payments — the required note is your audit record, since there is no Stripe transaction behind them
  • Document a clear refund and cancellation policy and link to it from your program page