Paytrail refunds

In this article we will guide you how to proceed if you need to refund payments that are collected via Paytrail.

Only full refunds are allowed in Lyyti. If you need to refund a partial payment, we suggest you agree with the participant how the partial payment will be refunded. Paytrail will charge a fee per refund, according to the current price plan. You can contact Lyyti Customer Support, help(a)lyyti.com, for more information.

In this article you will find the following sections:
Refund request
Refunding Paytrail payments
Tip if your event is under a risk of being cancelled

Refund request

When you need to refund Paytrail payments, contact Lyyti Customer Support in writing. If you are not the creator of the event or an admin user, we will ask consent of your organisation's admin user for the refund. 
Please add the following information about refunds to the email:
- Participant first name
- Participant ID *)
- Full sum that the participant has paid - which is refunded in full

Refunding Paytrail payments

It's possible to refund Paytrail payments only if you have a positive balance in your merchant account. Balance can be positive if there are payments that Paytrail has not yet paid out for you. Paytrail will deduct the refunded amount from the next payout.
If your balance is 0, you will need to add funds to your Paytrail account. You can find Paytrail support article here.  
 

Tip if your event is under risk of being cancelled

You can first create the event without payments. Only after you know the event will go ahead for sure, you can add payments to the event.
Send the participants a message with their personal registration link (this link is the same as "edit your information" link) and ask them to go back to their registration page and verify their participation by performing the payment.
N.B. You need to create a new chargeable question to your registration page, that the participants will then confirm (and pay). 

*) How to find the Participant ID?

You can create a list of participants in Reports > Create Participant report. Select Registration code to be shown on the report, as well as participant first name + paid sum.