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Refund an order

Use a refund when money should be returned from a booking. You can refund the whole order or selected items, subject to the refundable value shown. Confirm the customer's request and your organization's policy first. You need permission to manage refunds.

Open the refund​

  1. Find the order. Check the customer, event time, items, and payment details against the request.
  2. Open Page actions, then select Refund.
  3. In Issue Refund, choose Full Refund for the whole order, or use Select Items to choose only the tickets or pass items being refunded.
  4. Review the selected items and Refund total. Leave items the customer is keeping unselected unless their value is also meant to be refunded.

Decide what happens to admission​

When selected items still have active access, choose the intended result under What should happen to the selected tickets and credits?

  • Release access: void the selected tickets and remove selected pass credits. Choose this when the refunded admission should no longer be usable.
  • Retain access: keep selected tickets valid and selected pass credits available or redeemed. Use this only when the customer should retain access despite the refund.

Returning money and removing admission are separate decisions. If Access was already released appears, the refund returns remaining item value without restoring tickets, credits, seats, or inventory. Read any warning about checked-in items before continuing.

Review the amount and payment destinations​

  1. Add a Refund Reason to explain the decision; the field is optional.
  2. Check every Refund to … line and its amount. An order can have more than one payment destination.
  3. For a card payment, check the displayed card destination and amount. Do not record a cash return instead of using the card destination shown.
  4. For cash, follow Refund a cash-paid order. You must actually return the cash to the customer; the application records that it was returned.

Use the displayed refund quote rather than assuming every fee, tax, or previous payment is refundable in full. If the amount or destination is unexpected, resolve that before confirming.

Confirm the refund​

  1. Select Process Refund.
  2. Review the confirmation, then select Confirm? to finish.
  3. If Refund details changed appears, review the updated amounts and payment destinations before confirming again.
  4. Wait for the result, then review the order's refund record and affected items.

Refunds cannot be undone. Check the amount, items, and admission choice before final confirmation. For a card refund, recording the refund does not mean the customer's bank has already displayed the returned funds.

Check the result or resolve a problem​

With Release access, the affected tickets are no longer usable for admission. With Retain access, their access is retained. Check the actual item status and refund record before telling the customer the outcome.

If Refund details unavailable appears, read the message and use Try again to reload the details. If confirmation fails or the outcome is unclear, check the order before submitting another refund. Contact support with the order reference and message if needed; do not include full card details.

For cash recorded as returned too early, see Correct a cash refund’s completion status. If the customer wants replacement tickets, use Exchange tickets.