Refund a pass

Refund a pass a guest bought, in full or in part. A full refund returns what you received for the pass, not the fees. The money goes back to their original payment method, and they get a refund email. The pass keeps working unless you choose to cancel it.

Refund a pass

1. Go to Passes and open Issued.
2. Click the pass, then open its Payments tab.
3. On the payment, click Refund. It is grayed out when nothing is left to refund.
4. Check the Amount. It starts at the most you can refund, as Full refund does, and the line under it says how much of what the guest paid is fees, which aren't refunded. Enter less for a partial refund. If you type more than the most, that line turns red and Refund stays off until you lower it.
5. To stop the pass working too, tick Cancel the pass.
6. Add a Reason if you like. Your team sees it on the Payments tab; the guest never does.
7. Click Refund with the amount, for example Refund $25.
8. Check the amount, whether the pass keeps working or is canceled, and the reason, then click Refund again to confirm. Cancel takes you back without refunding.

Without Cancel the pass, the guest keeps their pass and can still use it. It shows Refunded, or Partly refunded after a partial refund, beside its status in Issued and in its panel. The scanner admits it with Refunded, kept active, so the door knows. To stop it later, even once nothing is left to refund, click Suspend on its Details tab.

With Cancel the pass, the pass stops working as soon as you confirm. When the refund goes through, the pass shows Refunded, and the next scan shows Pass refunded. If the refund fails, the pass works again. A canceled pass in Apple Wallet or Google Wallet shows as void. This cannot be undone.

Until the refund goes through, you cannot Reactivate or Extend the pass.

If the guest has already used the pass, the dialog says how many times. You can still refund it.

How much you can refund

The most you can refund is what you received for the pass after fees, less anything already refunded. Fees are not returned to the guest, whoever paid them. The amount you refund comes out of your Stripe balance: refund $10, and $10 is taken back from what you received for the sale.

Free, complimentary, and manual passes have no payment to refund. Suspend them instead. See Issue and manage passes.

Good to know

• Each refund is listed under Refunds on the Payments tab, with its reason, who made it, when, and where it stands. You can refund again until nothing is left.
• If a guest pays but their pass cannot be issued, they are refunded automatically: what they paid, less the fees. The fees are not refunded, whoever paid them. Everything you received for that sale is taken back. The refund shows as Automatic refund.
• Refunds cannot be undone.