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Must know
  • When two families pay for the last spot at the same moment, the one who loses can be refunded automatically. This covers drop-ins, full programs and, if your club sells event tickets, sold-out tickets. A purchase made while signed in for an athlete in a family account is the exception: no spot is reserved and nothing is refunded automatically.
  • The family gets an email saying the spot filled up. For a program it includes a Join the Waitlist button.
  • If the automatic refund fails, you return the payment by hand. The family and your club’s Admins get a refund-failed email.
  • A free order is never charged. If gift cards or account credit paid for the whole order, they are not returned automatically; return them by hand.
What happens. Uplifter checks capacity again right after payment. For a drop-in or program, the family who lost gets no registration and the paid line is cancelled and refunded in full. For event tickets, only the sold-out tickets are refunded. What is covered. If the refund fails. The family gets “Issue with your refund”. Your club’s Admins get “Action required: refund failed”, once per invoice. The “filled up” email is sent only when the refund worked. Return the payment by hand. See refund fails. How the refund is treated. The invoice shows no staff member as the issuer. It skips the daily refund limit (so it is never queued for review) and the club balance check. It still counts toward that day’s refund total, and the usual card processing fee applies. When nothing is refunded automatically.
  • The family bought while signed in, for an athlete in a family account: no spot is reserved and nothing is refunded. If the program has purchase requirements, it is listed under Missing requirements on the family’s page; add capacity or free a spot, then select Check again. Otherwise nothing is flagged and the payment stands. You can return it by hand.
  • The athlete already holds that spot (for example, you placed them and the family pays the invoice): they keep the spot.
  • The family asked to join the waitlist for that session and the program has waitlists on: the booking is waitlisted instead.
  • A full program paid with a payment you recorded by hand, such as cash or a cheque: the athlete is put on the waitlist instead.
  • The family chose to pay the gym directly and has not paid: the line is removed and the email says there was nothing to refund.
No card payment. A free order has nothing to refund. If a program or drop-in fills up, checkout shows That spot just filled up with Close and Join waitlist, and the family gets the email “That spot filled up - join the waitlist”. An order paid fully with gift cards or account credit gets the same, but that value is not given back, so return it by hand. A purchase held under the family-account exception above gets no dialog and no email. Before the card is charged. Full programs are also checked for room before the charge. If one is full, it leaves the cart and the family sees the same dialog, with no charge and no email. Change the emails. “Drop-in fully refunded”, “Program fully refunded” and “Drop-in waitlist required at checkout” are under Settings > Communication > Notifications > System Rules. Switch each off or reword it. Related: What happens after I issue a refund? · What happens if a refund fails or the bank reverses it? · Which emails does a family get when I refund or cancel? · What happens if a class fills up right after I pay?