You’re in Charge – Quick, Easy Refunds with STRIDER

Need to issue a refund? You can do it yourself in just a few clicks.

Whether your rider paid with Venmo, PayPal, or a credit/debit card, here’s exactly how to handle it – no tech expertise needed.

Refunds go straight back to the original payment method – no matter how the rider paid at checkout.

How to Refund Using StriderPay 

Follow these simple steps:

  1. Log into your STRIDER Organizer Corner
    Go to the activity you want to refund.
    Find the rider’s entry date/time — it matches the payment time.
     -Note: Often the rider’s name will not match the payer’s name…because their parent or trainer entered them. That’s why knowing the day/time of payment is helpful.

  2. Log into your PayPal account

  3. Go to the “All Transactions” tab

  4. Find the matching transaction (use the date/entry time to identify it).

–Click the three dots on the right next to the transaction.

–Select  “Refund.” Follow the onscreen prompts to approve and issue.

That’s it — the rider will automatically get their refund.


Set Rider Expectations – Best Practices

Keep in mind: transaction and processing fees are never refunded to the rider.

This is clearly shown during checkout as it is standard across the secure payments industry.

Why? After COVID, all major payment processors — including Venmo, PayPal and credit card companies — stopped refunding their fees, even if the event is canceled.

Pro Tip: Post a Refund Processing Fee of $10–$20.

This helps protect you from covering those non-refundable costs and sets clear expectations:
– Riders won’t expect a full refund back on their credit card
– You’re not left paying out of pocket for their processing fees kept by Visa/Mastercard

Dealing with Upset Riders or Parents?

If a parent is frustrated after a canceled event, consider offering a goodwill gesture:

  • Free raffle entry at your next show

  • Discount code to buy their next show photos (helps you promote the show photographer too!)

  • Discounted schooling or future clinic spot

  • First pick on ride times for your next event

A small perk can go a long way toward keeping your riders happy and returning!

 

Need help? Reach out! We’re always here to support you.