If a refund is blocked because your Webconnex Payments account has an insufficient balance, you'll need to add funds to your account before the refund can be processed. This article explains why refunds may be blocked due to an insufficient balance and walks you through how to top up your account so you can complete the refund.
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Why Your Refund Was Blocked
Before processing refunds, Webconnex Payments checks your account's available balance. If the refund amount is greater than your total available balance, the refund will be blocked to prevent your account from going into a negative balance
Pro Tip: Your available balance includes settled payments (payments that have finished processing), pending payments (recent payments that have not yet settled), and any negative balance on your account resulting from refunds, chargebacks, or other payment adjustments.
If the refund amount is greater than your available balance, you'll see a message explaining that the refund cannot be processed until additional funds are added to your account
The message you see depends on your account permissions
Account Owners, Admins, and Users with View, Manage, and Delete Payment Processor Setup Permissions: You will see a message prompting you to add funds through the Payments Portal before completing the refund
Users without View, Manage, and Delete Payment Processor Setup Permissions: You will see a message explaining that you do not have access to add funds and should contact the account owner or an admin to complete the refund
Note: Webconnex Payments will block refunds when the refund amount exceeds your available account balance. This can occur in the following situations:
Standard refunds initiated by your team: Refunds issued manually from your TicketSpice account
Mass cancellations: Refunds issued through the Mass Cancellation feature. This only applies when issuing refunds, not when issuing coupons
Refund requests initiated by attendees: Partial refunds requested by attendees through the Attendee Account Center. This only applies if you've enabled the Attendee Account Center and allow attendees to make changes or downgrades that result in partial refunds
Top Up Your Balance to Complete a Refund
If you need to issue a refund and your balance is insufficient, you can manually top up your Webconnex Payments account to cover this refund.
Pro Tip: Account Owners, Admins, and Users with View, Manage, and Delete Payment Processor Setup Permissions can manually top up your Webconnex Payments processor.
If you don't have these permissions, contact an Account Owner or Admin and ask them to complete the top up so you can issue the refund.
Once you log into TicketSpice, hover your mouse over the Gear icon on the top right-hand corner of your account
Select Payment Processors from the dropdown
Find the correct payment processor
Click View Payments Portal
Click Initiate Top-up
Enter the amount you want to add to your balance
Click Continue
Note: The Available Funds amount reflects your current Webconnex Payments balance.
If your balance is positive, it displays the funds currently available for refunds.
If your balance is negative, it displays the amount your account is below $0.
If your account has a negative balance, your top-up must cover both:
The amount needed to bring your balance back to $0
The refund amount you want to issue
Example: If your available funds are -$100 and you need to issue a $250 refund, you'll need to top up at least $350 before the refund can be processed.
Select the payment method you want to use for your top-up. Available payment methods depend on your account's currency
Click Continue
USD Accounts
ACH: Transfer funds from the bank account on file. There is no processing fee, and funds settle in 5 business days
Credit Card: Transfer funds from any credit card. A 3.5% processing fee applies, and funds settle in 1–2 business days
CAD Accounts
Credit Card: Transfer funds from any credit card. There is no processing fee, and funds settle in 1–2 business days
Note: You will able to issue refunds after your top up funds fully settle. If you top up your balance using ACH (USD only), funds settle in 5 business days.
Credit card is a faster method, and settles in 1-2 business days.
Review the top-up amount, total charge, payment processor receiving the top up, estimated arrival time, and any applicable processing fee
Click Continue to Payment
Add your credit card information, or confirm the bank account on file
Click Pay
After you initiate the top up, a confirmation email is sent to the email address originally used to set up your Webconnex Payments account
Note: If the email address associated with your Webconnex Payments account belongs to someone who is no longer with your organization, contact help@webconnexpayments.com to have the email address on file updated so the appropriate person receives account notifications.
Resume Your Payouts
When you manually top up your Webconnex Payments account, your payouts are automatically paused. This prevents the newly added funds from being included in your next payout before you have a chance to issue your refund(s).
Note: After you've finished issuing your refunds, resume your payouts from the Payments Portal. Once you manually top up your balance, payouts remain paused until you manually resume them.
Once you log into TicketSpice, hover your mouse over the Gear icon on the top right-hand corner of your account
Select Payment Processors from the dropdown
Find the correct payment processor
Click View Payments Portal
Click Resume Payouts
Add a note, if desired
Click Resume Payouts
Warning: Only resume payouts after you've issued all outstanding refunds. If you resume payouts too soon, the funds you added may be included in your next payout, leaving your account without enough available balance to process any remaining refunds.
FAQs
Can attendees still transfer their tickets if my account has a negative available balance?
Can attendees still transfer their tickets if my account has a negative available balance?
Yes. If ticket transfers are enabled on your page, attendees can continue transferring their tickets to another attendee, even if your account has a negative available balance.
What will attendees see if they're blocked from making a change that would result in a refund?
What will attendees see if they're blocked from making a change that would result in a refund?
If an attendee attempts a change that would result in a refund in the Attendee Account Center, but your available balance cannot cover the refund, they'll see a message directing them to contact the event organizer for assistance.
Will I receive an email once my top up is processed?
Will I receive an email once my top up is processed?
Yes. Webconnex Payments sends email notifications to the email address originally used to set up your Webconnex Payments account. You'll receive an email whether the top up is successful or declined.
Top up Successful
If your top up is successful, you'll receive an email confirming that the funds have been added to your account and are available to use. You can then process any pending refunds. After all refunds have been issued, remember to re-enable payouts in the Payments Portal to resume receiving future payouts
Top Up Unsuccessful
If your top up is unsuccessful, Webconnex Payments sends an email notifying you that the payment could not be processed. In this case, retry the top up to add funds to your account.
