Most charge and refund questions are about card reservations, the 6-day rule or the pay your part settlement. These happen automatically. Use the answers below, and check the payment's Stripe activity in Nettla if you need to confirm what happened.
How to check what happened to a payment
Go to Players → Player List.
Click the player.
Open the Purchases tab.
Click the payment.
Read the Stripe activity card at the bottom of the side panel.
"I was charged on a day I didn't play."
The amount was reserved when they booked. Card rules don't allow a reservation to be held for more than 7 days, so Nettla charges it 6 days after the purchase. It isn't a double charge. Any money owed back is refunded automatically about 4 hours after the session ends.
"I was charged more than my share."
As the lead booker on a pay your part court booking (or a league match), the reservation covers the whole court, because it isn't known yet who will join. This doesn't apply to public or private matches, where every player only ever pays their own share. Players who join and pay reduce their amount. The difference is settled about 4 hours after the session ends.
"I was charged in full and only got part of it back."
This is expected. Their session was more than 6 days after they booked, so the full amount was charged on day 6. The shares other players paid were refunded after the session.
"I cancelled but no refund has appeared."
If the payment was only reserved and they got a full refund, nothing was charged. The pending amount disappears from their account, usually within a few days depending on their bank.
If they got a partial refund on a reserved payment, they're charged only the part the club keeps. This shows as a smaller charge, not a refund.
If your club has Refund to Club Wallet turned on, the refund goes to their club wallet as credit, not back to their card. The card is charged for the original amount.
"Why wasn't the technology fee refunded?"
If the payment has been charged, Nettla's fees aren't refunded: the booking fee (shown to players as Technology fee) and, if your agreement has one, Nettla's club fee. The checkout tells players this before they pay. If the payment was still only reserved and was refunded in full, nothing was charged, including the fee.
"My refund is taking too long."
Refunds are sent straight away. The delay is the player's bank, typically a few working days. Neither Nettla nor Stripe can speed it up.
"My friend and I paid for the same court but our statements look different."
Each player's 6 days run from their own purchase, not the booking date. One player may be charged on day 6 and refunded later, while the other is charged once after the session. Both are correct.
"I left the booking. Has the organiser been refunded yet?"
Not yet. The lead booker's reserved amount doesn't change when a player leaves. It's worked out once, about 4 hours after the session ends.
When to contact Nettla
A refund still hasn't reached the player after 5 working days.
The Stripe activity shows a failed payment.
A payment is still Reserved more than 6 days after purchase.
The final amounts don't match the expected split.