Managing outstanding payments & refunds
If you allow Anytime payments, your members can accrue a debt for activities they attend but haven't paid for. This article explains how to keep track of what's due, message members about outstanding fees and waive or refund fees when necessary.
Viewing outstanding payments
Once an activity starts, any unpaid fees become outstanding payments. You can manage outstanding payments via your Squad – go to 'Payments' > 'Outstanding payments'. From here, you can:
- See the total outstanding for the whole squad, across all activities and members.
- See the total outstanding for each member.
- See an itemised list of each member's unpaid fees, with a link to each activity – useful if you want to modify a member's status for that activity.
- Send payment reminders, to everyone with an outstanding balance or to individual members. They'll receive a WhatsApp or email reminder with a link to settle their full balance in one go.
Sending payment reminders
If you're using Anytime payments and want to nudge squad members to pay, you can do that by sending a payment reminder – it automatically includes a secure link for members to settle up any outstanding payments.
- 1.
- Go to your squad, then 'Payments' > 'Outstanding payments'. You'll see a list of everyone with an outstanding balance.
- 2.
- Tap 'Send payment reminders'.
- 3.
- Select who should receive one – everyone, or specific members.
- 4.
- Tap 'Send reminders'. Each recipient gets a message by WhatsApp or email, depending on their preference.
The message that's generated includes a link to settle their full balance. The content is generic, e.g. "You have outstanding fees to pay", and you can't add a custom message this way. To say something more specific, you'll need to send a message to your squad.
When a member taps the link, they land on a list of everything they owe, itemised by activity date. They can only pay off the full balance in one go – to pay individual activities separately, they'd need to find the original invitations and pay via those links instead, or dispute a specific payment if they think it's wrong.
Removing an outstanding payment
If a user was marked 'In' when an activity starts but hasn't yet paid, they'll accrue an outstanding payment. These can be waived at the discretion of organisers and admins, as follows:
- 1.
- Go to your squad, then 'Payments' > 'Outstanding payments'.
- 2.
- Find the member, expand their itemised list of outstanding payments, and identify the activity by date.
- 3.
-
Choose the action that matches what happened from the three-dot menu:
- They paid outside Squaddle – select 'Mark as paid'.
- They were marked 'In' but didn't play, and you're happy to waive the fee – select 'Mark out'. If you'd rather keep the fee in place, use 'Mark no-show' instead.
- They marked themselves 'Out' less than 24 hours before the activity and incurred a late dropout charge – you'll see a 'Late' label against their name. To waive it, select 'Remove outstanding payment'.
- 4.
- Confirm your choice. You'll see a warning, e.g. "Are you sure you want to remove this outstanding payment for this activity? This will also remove the 'Late' label. The outstanding payments list updates straightaway. Squaddle doesn't currently send the member a notification about this organiser-initiated action.
Refunding members
- If a member has already paid and you mark them 'Out', they're refunded automatically. This happens whether the activity is in the past or future, and even at short notice if a late dropout charge would normally apply.
- If a member was manually recorded as 'paid' (e.g. they paid in cash on the day), a refund won't be processed, since there's no corresponding transaction for us to refund.
- If they paid for a single activity, the whole amount is refunded. If they paid for multiple activities at once, only the amount for the specific activity is refunded – the remainder of the transaction is retained as payment for other activities.
For a full list of what each status change (Mark in, Mark out, Mark as paid, etc.) means for a member's payments, see Changing a member's payment status.
Can I remove payments/refund everyone at once?
If an activity didn't go ahead and you need to clear outstanding payments for everyone who was marked 'In', it's quicker to cancel the activity than removing outstanding payments one by one. This works before and after an activity's start time, so there's no need to worry if you didn't cancel before kick-off.
Troubleshooting refunds
Refund requests are logged as soon as you change a member's status, but they aren't always processed immediately – there are a couple of situations where refunds are withheld or delayed:
Refunds are held until an activity starts
When a member who's paid for an activity marks themselves 'Out', the refund request is logged but the payment won't be processed until the activity starts. This is because members sometimes change their status more than once before an activity, so Squaddle waits until the start time to confirm who's actually in or out before processing any payments.
Insufficient squad balance
When an admin marks a member who's paid 'Out', or cancels an activity with payments, refunds are normally processed immediately.
However, if your squad's available balance isn't enough to cover the refund, it won't be processed automatically. The member's status will still update as expected, but the refund itself isn't processed – you'll see a message to that effect. This restriction exists to stop your squad balance from going negative. If applicable, you should contact us for help.
Note that this doesn't apply when members mark themselves 'Out' before a game, since owners can't withdraw funds paid towards activities that haven't happened yet.
See Withdrawing your squad balance for more on managing your squad's available balance.