Refund a cash-paid order

You can refund an entire cash-paid ticket order or select individual tickets. You also choose whether the affected tickets remain valid. An organization owner can complete these steps.

Confirm the refund with the customer and follow your organization's refund policy. Completing a cash refund records the cash as returned. Return the amount shown to the customer as part of completing the refund.

Choose what to refund

1. Find and open the order.
2. Open Page actions and select Refund.
3. In Issue Refund, choose Full Refund to refund the whole order, or leave Select Items selected and check the ticket or tickets to refund.
4. Check the selected items and refund amount.

For an individual ticket, compare its event, date, price tier, and ticket code with the customer's request. Tickets bought together can have different codes.

Decide whether admission stays valid

Choose the intended result under What should happen to the selected tickets and credits?

Choice	Result for the selected tickets
Retain access	Return the selected value while keeping the tickets valid. Use this only when the attendees should still be able to attend.
Release access	Void the selected tickets so they can no longer be used for admission.

For example, if both guests can no longer attend, a full refund with Release access returns both ticket values and removes their admission. A goodwill refund for one ticket with Retain access returns that ticket's value while both guests keep their usable tickets. The unselected ticket is not refunded.

Review and confirm

1. Add a useful Refund Reason, such as why the customer can no longer attend or why you are retaining admission. The field is optional.
2. Check Refund to Cash payment, the amount, and the instruction to return that amount in cash.
3. Select Process Refund.
4. Review the confirmation and select Confirm? to finish.

Refunds cannot be undone. Confirm the amount, selected tickets, and access choice before the final confirmation.

If the cash-return record is wrong

If cash was marked returned before it reached the customer, follow Correct a cash refund’s completion status. This changes the cash-return record, not the refund or ticket access decision.

What the attendee sees

After a refund with Release access, the affected tickets appear as refunded in the attendee's wallet and no longer offer a usable QR code. With Retain access, the tickets remain usable in the wallet.

If the refund details cannot load or an error prevents confirmation, read the message before trying again. Ask your organization administrator for help if you cannot resolve it; include the order reference and error when contacting support.