Collecting, reconciling and refunding
Confirming transfers by hand, working the «Awaiting reconciliation» tab, and the steps for refunding a team that pulls out.
Updated 9/27/2026
If the tournament's receiving account is connected to the automatic reconciliation gateway, most entries move to «Paid» by themselves with nobody doing anything.
If it is not connected — the Payment screen states plainly «Not connected to SePay — every order must be reconciled by hand» — then every entry needs someone on your side to confirm it.
Reconciling one entry
Open the «Awaiting reconciliation» tab
These are the entries where the player has reported a transfer.
Open the entry, look at the proof
Check the amount and the transfer reference against your own account statement.
Confirm or reject
If it matches, mark it collected. If it does not, reject with a reason so the player can send it again.
Rejecting proof must come with a reason
A reason-less rejection means the player sends back the very same screenshot and both sides get stuck in a loop. State clearly why: the image is blurry, the amount is wrong, the transfer reference is wrong.
Refunds
Players request refunds themselves on their own device, within the refund window you declared under General information. The request goes to the Superstar organising team to approve and transfer.
A rejected entry also creates the right to request a refund — the player presses it from their own entry.
While a refund request is in progress, that entry cannot change players and cannot be restored. To come back, the player has to cancel the refund request first.
A refund is a FINAL state
Once the money has gone out, the entry cannot be brought back into play by any route. If the team changes its mind, the correct approach is to register a new entry — do not try to restore the old one.
Frequently asked questions
A player transferred the right amount but with the wrong reference — can I still confirm it?
Yes — hand reconciliation exists precisely for cases like this. You are the one looking at the statement, you decide. It is worth writing a line into the reason so it still makes sense when you reconcile again later.
How do I reconcile a tournament collecting cash at the venue?
Switch the tournament to «Pay after» under Settings → Payment, then mark each entry collected as you take the money. Uncollected entries carry the UNPAID label so you can filter them out at the end of the day.
What if a team asks for a refund after the window has closed?
The button on their device is already hidden. Whether to refund anyway is the organising team's decision — contact Superstar to handle it outside the automatic process.
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Still need help?
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