Player refunds are handled through your connected Stripe account. If a refund fails, it is usually because your Stripe balance is not high enough to cover the refund.
Why refunds can fail
The refunded amount comes from your Stripe balance, not directly from BenchApp. If your available Stripe balance is too low, Stripe cannot process the refund yet.
Step 1: Check Stripe
Log in to Stripe.
Check your available balance.
Step 2: Try again when funds are available
Wait for incoming payments to replenish your Stripe balance, or add funds directly in Stripe if that option is available for your account.
Step 3: Refund from BenchApp
Return to Finances in BenchApp.
Open the payment.
Try the refund again.