Refunding PPV Purchases

There are situations where a viewer is unable to watch, or site issues require a refund. In these cases, you now have the ability to process refunds directly, rather than redirecting customers to PrestoSports for assistance.

If a viewer contacts PrestoSports, we will assess the situation and process the refund on your behalf. We will also continue to troubleshoot viewer issues to help prevent unnecessary refunds.

For purchases made within the last 30 days, you can issue refunds directly through the Reports > Revenue Tracker page in your admin portal at http://admin.stretchlive.com . For purchases older than 30 days, our Support team will handle the request, as these may be related to solvable technical issues.

Refund Walkthrough:

Access the Revenue Tracker at http://admin.stretchlive.com , under Reports.

You’ll see a list of passes purchased in the last 30 days. Click the Menu icon on the right of the row and then View Details to see purchasers.

Next, look for the name and/or email of the purchaser you’d like to refund. Use the menu icon on the right to View Details of the transaction. On this page you can see any Refunded Amount that exists, this will alert you to a refund having been completed already.

We are adding a search option in early 2025

On this details page you’ll relevant data to the purchase and the big red refund button. When you select Refund, you’ll be asked to verify the amount of the refund. It is defaulted to the total but can be adjusted. We suggest always checking with the purchaser before refunding anything but the total purchase.

Generally refunds take 2-3 business days to return to a viewer. In some cases if it’s done within a few hours of purchase it can remove the charge where you won’t see a purchase or refund anymore.

If you run into any error messages during a refund please let us know and we can verify or research them. It can take a few minutes for the refund amount to show up in our admin since it retrieves this data from Stripe.