It is possible that you want to refund tickets, but your Adyen account was just paid out and you do not have sufficient funds. If you don't want to or can't wait on new income from active ticket sales, it's possible to top up your account balance via Stager. We call this a Fund Transfer.
Please contact us at support@stager.co if a fund transfer is required. Together we must ensure that there is enough money in the Adyen account before your payment is made. These are the steps:
Contact support and indicate that the amount on your Adyen account needs to be increased. If you want to initiate a refund but your account is too low, Stager will show you a message with how much is currently on your account and what the minimum amount must be. The difference is the amount to be added. Please share this amount in your message to support@stager.co
Agree the time period for when you want to pay the refund. In the meantime, no payout may take place, nor other tickets may be refunded, otherwise the account balance on your Adyen account will no longer be correct. If necessary, set a 'Refund reserve' via Settings - Account - Payouts or adjust, on the same page, the payout mode to 'Monthly on the 1st'. This way there is more time to perform the refund.
You will receive an invoice for this amount plus the agreed fund transfer costs.
Only after the invoice has been paid, we can increase your account balance. If there is a rush, please share a proof of payment to support@stager.co so that we can handle more quickly.
After we have increased the funds to your account balance, you can start the refund.
To always keep some money in your account to take care of refunds, set up a refund reserve. You do this via Settings - Account - Payout. The refund reserve is an amount that you set yourself. This amount will not be paid out but will be kept on your account in case you want to make a refund immediately after a payout.