Processing Refunds

Q: How do I, as an entity admin, review and process refunds in Rugby Xplorer?

Players with an active registration for a season and have paid via credit/debit card can apply for a refund in their Rugby Xplorer Portal.

Note, Rugby Australia participants:

  • If they have registered in a different role (i.e. not player, e.g. modified rugby participants), paid with Zip Pay, NSW Active Kids and/or Club Card discounts, they are required to complete the RA Manual Refund Application Form and provide it to the club.
  • Refund eligibility is outlined in Section of the Registration Regulations.
  • All documents are available on the Registration webpage.

Refund Options

There are two options for the refund, Rugby Xplorer credit or cash refund. Players will select their preference when submitting their request. Admins can decide whether they will continue with the player's preference or change it. Each individual entity may choose a different refund type. 


Cash Refund

  • Rugby Australia will deduct the approved refund amount from the entity card, i.e. credit/debit card and this will incur a 2% transaction fee on the refund amount.
  • USA and New Zealand will deduct the approved refund amount from the club's connected Stripe account. 
  • If an entity does not have an entity card (credit/debit card) admins can decline the refund and note that they will refund the player manually (bank transfer, cash etc). We also advise 'declining' your entity component if you can going to process your refund offline. 

Rugby Xplorer Credit

  • Will be added onto the player's member record and can only be used at the same entity.

Refund Status

  • Pending: this is awaiting your entity's review. 
  • Approved: your entity has approved this refund request (full or partial refund).
  • Declined: your entity has declined this refund request.

Entity Status

  • Awaiting Entity: one, or more, of the entities need to review the refund request. 
  • Declined: all entities have declined this refund request.
  • Approved: one, or more, of the entities have approved this refund request and this is waiting for the national admin to process the request.
  • Processed: this refund request has been processed. 

Refund Process

Step 1 - Player

Once the player has requested a credit/refund, a confirmation email will be sent to club, entity admins and national admins.


Step 2 - Admins

All levels of the registration will be required to review and approve/decline the request.

  1. Administration > Registration Refund Requests
  2. Two tabs will appear
    • All Requests: this will list all refund requests at your entity
    • Pending Requests for my Entity: this will list any refund requests that are awaiting action by your entity
  3. Search for player name, ID or status, the most recent request will be at the top of the list
  4. Click into request
  5. Review player details
  6. Select ‘Status’ of Approved or Declined
  7. Select ‘Refund Type’ (will default to the preference of the player) Rugby Xplorer Credit or Cash Refund
  8. Enter ‘Refund Amount’. Note, this cannot be more than the amount paid.
    • If any saleable items added to an entity's registration fees, these will be included in the refund amount. 
  9. Enter ‘Note’
  10. Click “Update”

Step 3 - Processing

Once all entities have approved/declined the refund, the national admin will “Process Refund”. This triggers the Rugby Xplorer Credit and/or Cash Refund being processed and the entity card being charged for the cash refund.


Processed Refunds

  • Rugby Xplorer Credits will appear on an individual’s account within 24 hours of being processed.
  • Cash Refund will go back onto the player’s credit card, within 5-8 business days of the refund being processed.
  • If any of the parties ‘approve’ the request, the player’s registration status will change from ‘active’ to ‘inactive’ once processed.
  • When all parties ‘decline’ the request, the player’s registration status will remain ‘active’.
  • Where the entity received $0, the refund request will automatically 'decline' this entity. 
  • Ability to 'Export Results to CSV' of the entity requests and their status. 

Credits & Refunds Report

This report allows admins to check the status of Refund Requests in bulk and reconcile their components against the processed date of the refund.

  1. Administration > Reports > Financial Reports > Credits & Refunds Report
  2. Select ‘Season’
  3. Enter ‘From Date’ and ‘To Date’ (optional)
  4. Click “Email Report”
  5. The system will generate your report and email you a download link.
  6. Click “Download Report” in the email you receive from Rugby Xplorer
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