Customer Support

COVID-19 Season FAQ's and Links

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TeamSideline would like to support all of our Leagues and Organization's during these times. We have put this FAQ together in the hopes that it helps Admins quickly find the answers and resources they need. Please contact us at Support@teamsideline.com if you have any questions.

Cancellations & Refunds:

Q: Is there a way to Mass Cancel and Refund a Program?

A: There is not a way to mass cancel  and refund everyone's enrollment unfortunately. Click here for a help article on how to cancel and process refunds. 

Note: We are looking at ways to make this process easier in the future, but for now please use the above steps.


Q: Is there a faster way to cancel enrollments then individually looking up customers accounts?

A: Yes, go to Reports > Report Dashboards > Enrollments and click the Dashboard Configuration button to view all customers enrolled so you can click customer's names and cancel/refund customers.


Q: Can we refund by credit card if it has been more than 120 days?

A: Unfortunately, because the 120 day limit is set by Credit Card companies like Visa, Mastercard and Discover, it is not a TeamSideline policy we can change. After the 120 day limit, you will need to refund by check. 


 Q: Is there a fee or penalty for processing refunds via TeamSideline?

A: No, there are no cancellations or refund fees.


Payment Gateway:

Q: What if we have already deposited the money for the Program. How will we pay for the Refunds?

A: Process the refunds through your TeamSideline site as usual and have WePay initiate collection of funds. WePay will attempt to retrieve the funds each day at 5pm if your WePay account goes negative. If they are blocked from retrieving the funds, then they will send an email to your Organization requesting a check.


Programs:

Q: How do I transfer my enrollees from my Spring/Summer Program to my Fall/Winter Program?

A: We have found the easiest solution is to just rename the Program and change the season and start date. You can easily do this in the 1 Setup page. With the program updated for the Fall, all the registrants would be signed up and there would be no need to export and import the enrollments.


League and Division Schedules:

Q: How do we turn off Notifications to Team Sites as well as Scoring emails?

A: Go to Schedules > Leagues & Divisions and toggle the Division's visibility icons from green to red. This will stop all notification and scoring emails.

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