If a performance is cancelled, a client overpays, or you need to reverse a charge for any reason, BookLive lets you issue a full or partial refund directly from the performance’s Payments tab — without leaving the platform. Refunds are processed through Stripe and automatically recorded on the performance record.
Before You Begin #
- You must be a group leader to process refunds. Individual artists do not have access to this feature.
- Refunds are only available for payments made through BookLive Pay (Stripe). Payments recorded as cash, check, or other manual methods cannot be refunded through BookLive — those must be handled outside the platform.
- If your group uses Stripe Connect, the refund is pulled from your connected Stripe account balance. Make sure your Stripe account has sufficient funds before proceeding.
Step 1: Open the Performance #
- Log in at https://booklive.com/login.
- Navigate to the performance you want to issue a refund for.
- Click the Payments tab.
Step 2: Open the Refund Dialog #
- In the payment list, find the specific Stripe payment you want to refund.
- Click the action menu icon (the three-dot or overflow menu) on that payment row.
- Select Refund Payment.
The Refund Payment option only appears for BookLive Pay (Stripe) payments that have a completed transaction. If the option is not visible, the payment was recorded manually and cannot be refunded through BookLive.
Step 3: Enter the Refund Amount #
- The dialog shows the Amount Paid for that payment.
- If any previous refunds have already been issued against this payment, the dialog will also show:
- Already Refunded: how much has been returned so far
- Remaining Refundable: the maximum amount you can still refund
- Enter the dollar amount you want to refund in the Refund Amount field. You can refund the full payment or any partial amount up to the remaining refundable balance.
- (Optional) Enter a Reason for refund — for example, “Event cancelled” or “Client request.” This is for your internal records and is not shown to the client.
Step 4: Confirm and Process #
- Click Process Refund.
- A confirmation prompt will appear asking you to confirm the refund amount. Click OK to proceed.
- BookLive submits the refund to Stripe. If successful, a confirmation message appears in the dialog, and the modal closes automatically after a few seconds.
Note: Refunds cannot be undone. Double-check the amount before confirming.
Step 5: Verify the Refund #
After the refund is processed, the Payments tab updates to reflect the change:
- The payment summary shows a Refunded: -$X.XX line in red.
- A Refunds section appears at the bottom of the Payments tab, listing each refund with its amount and timestamp.
The refund will appear on the client’s credit card statement within 5–10 business days, depending on their bank.
Tips & Notes #
- Partial refunds are supported. You can issue multiple partial refunds against the same payment as long as the total doesn’t exceed the original payment amount.
- Stripe Connect balance check. If your group uses Stripe Connect for payouts, BookLive will check your connected account balance before processing the refund. If the balance is insufficient, you’ll see an error message and will need to add funds to your Stripe account before retrying.
- Manual payments. If a client paid by cash or check and you recorded it manually in BookLive, there is no Stripe transaction to reverse. You’ll need to handle that refund outside the platform and can delete the manual payment record if needed.
- Refunds don’t affect the invoice balance. The performance’s outstanding balance (what’s still owed) updates automatically once a refund is recorded, so your financial summary stays accurate.
