If a participant purchased multiple hands or additional items in a single transaction, refunding that transaction will refund all items associated with it. Once the refund is completed, any hands dealt during that transaction will be deleted and removed from all participant accounts.
⚠️ Important Refund Limitations
Before processing a refund, please review the following rules and restrictions:
Full Transaction Refunds Only
Refunds apply to the entire transaction. You cannot refund specific hands or event items individually.Transferred Hands
If hands have been transferred and accepted by another participant, the transaction cannot be refunded until the original purchaser rescinds the transfer, returning the hands to their account.
If hands have been transferred but not yet accepted, the event organizer can refund the transaction. Any pending (unaccepted) hand transfers will be automatically canceled and removed when the refund is processed.
Stripe Fees Are Non-Refundable
Stripe processing fees are not refundable. The participant will receive a refund for the full transaction amount minus Stripe’s processing fee.Organizer Access Only
Only the Event Organizer (the owner of the Stripe account linked to the event) can issue refunds. Event Managers and Assistants do not have refund permissions.
🧾 How to Process a Refund
Step 1: Open Your Event
Open the Aces Poker Run app.
Tap Manage Events from the main menu.
Select the event for which you need to process a refund.
Step 2: Access the Transaction Report
Scroll down to the Reports section at the bottom of the Event Management screen and tap Transaction Report.
Step 3: Find the Participant
Locate the participant whose transaction you want to refund. Tap to expand their name to view their transaction details.
Step 4: Refund the Transaction
Tap Refund Transaction to initiate the refund. A confirmation message will appear outlining the details:
The refund will include all hands and items in that transaction.
Stripe processing fees are not refundable.
If you wish to proceed, tap Process Refund.
Step 5: Review the Confirmation
A success message will appear when the refund is processed.
If an issue occurs (e.g., Stripe connection error), an error message will display with next steps.
Refunds usually take 3–5 business days to appear on the participant’s payment method.
💡 Tips
Always confirm participant details before issuing a refund.
Communicate refund status to participants to prevent duplicate requests.
If multiple participants were part of the same transaction, all hands under that transaction will be removed upon refund.
You can view refunded transactions anytime in the Transaction Report.
❓ Need Help?
If you have questions about processing refunds, Stripe payouts, or event transactions:
Visit 👉 help.acespokerrun.com
Use the in-app Help chat for quick answers
Or email support@acespokerrun.com