Issue a refund
How to refund a ticket order, what it does to the buyer's ticket, and what you can't undo.
Issue a refund
Open your event and go to Ticket orders & refunds.
Refund a paid order in full. Refunds can't be undone.
Finding the order
Each row shows the buyer, when they ordered, what they bought (General admission × 2), the total, and a status:
Status | Meaning |
|---|---|
Processing | Payment still clearing |
Paid | Complete — refundable |
Refunded | Already refunded |
Canceled | Never completed |
Twenty per page, with Load more below. If a buyer has since deleted their account the row shows Deleted account — the order is still refundable.
Refunding
The Refund button only appears on Paid orders. Click it and confirm:
Refund … to … in full? This reverses the payment, revokes their RSVP, and restores inventory. It can't be undone.
Three things happen together:
- The money goes back to their original payment method
- Their ticket stops working — it shows as Refunded, the QR disappears, they can't check in
- Their spot is released back into the tier's inventory
The buyer gets an email telling them the amount is being returned.
Full refunds only
There's no partial refund. The button returns the entire order including tax. If someone bought three tickets and only wants to return one, there's currently no way to do that — you'd have to refund the whole order.
Note this means our refund policy's 50% tier isn't something the product can execute. If you're in that window, you're choosing between a full refund and none. We're aware of the gap.
It can't be undone
A refund is final. If you refund the wrong order, the buyer has to purchase again — and if the event has since sold out, they may not be able to.
Read the name and amount in the confirmation dialog before clicking. The dialog shows both for exactly this reason.
Doing several at once
If you're clearing a batch — a cancelled event, say — pause after five. There's a rate limit of five refunds a minute, and when you hit it the error you get is the generic Couldn't refund this order. Please try again. rather than anything explaining the wait.
Wait a minute and carry on. Nothing is broken, and no refund is lost.
The fee isn't returned
You refund the buyer in full, but our platform fee on that transaction stays charged. A refunded ticket costs you the fee.
This is why it's worth settling disagreements before they become refunds — and much more so before they become chargebacks, which cost more again.
Where refunds show up afterwards
On the Sales overview, as a separate Refunded line. They're not deducted from gross or net, so remember to subtract them yourself when you're working out what you actually made.
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