Release a paid ticket without a refund

Releasing a ticket removes its admission and returns its inventory. The release review shows a Refund amount of $0.00. Use this action only when the customer's agreed outcome is a release without a refund.

If you need to return money, use Refund a cash-paid ticket order instead.

Check the release policy

Paid releases are disabled unless an owner or administrator enables them.

1. Open Settings → Policies and find Releases.
2. Turn on Allow paid releases without refunds.
3. Read the acknowledgement carefully. Confirm it only if it accurately describes your authority and how your organization will use this option.
4. Select Save release policy.
5. Wait for Paid release settings updated., then reload to check the switch.

Saving is disabled until the required acknowledgement is checked. Enabling the setting does not release a ticket by itself.

Release the selected ticket

1. Find the order and open it.
2. Open Page actions → Release.
3. In Release Order Items, select only the ticket you intend to release.
4. Review the selected item value and the $0.00 refund amount.
5. Add an Internal note explaining the customer's requested outcome.
6. Select Release Items, then Confirm Release?.

Cancel closes the review without releasing the ticket, including after the first confirmation step. If Paid releases are disabled appears, an owner or administrator must review the policy before this action can continue.

Check the result

The confirmation says Released 1 item. for a single ticket. Reopening Release no longer offers that ticket. Other unselected tickets retain their admission, and the original payment remains unchanged with no refund created.

An owner or administrator can turn off Allow paid releases without refunds and save again when the organization no longer wants staff to use that option.

If the release fails or the result is unclear, include the order number, affected event time, and displayed message when you contact support.