Refund a ticket order

Refund a ticket order in full or in part from the order itself. The money goes back to the guest's original payment method. Your Stripe account must still be connected.

Refund an order

1. Go to Tickets and open the order, from the Sales view or an event's ticket list.
2. On the Details tab, under Payment History, click the circular arrow next to 1st Payment.
3. Choose a Refund Type:
   • Full Refund returns everything that remains.
   • Partial Refund lets you enter a Refund Amount.
4. Tick Void All Tickets if the tickets should stop working. Leave it unticked if the guest can still come.
5. Add a Reason if you like.
6. Click Process Refund, then Confirm Refund.

The guest gets a refund email. The order changes to Partial Refund, or Refunded once nothing refundable is left. Each refund is listed under Refund History.

How much you can refund

The most you can refund is Transferred to Business: the order total minus the platform and processing fees.

• If the guest paid the fees, a full refund returns their tickets, add-ons, and tax, but not the fees.
• If your venue covered the fees, the guest gets back a little less than they paid.

See Who pays fees, and tax.

Good to know

• You can refund an order more than once until nothing is left. Refunds cannot be undone.
• To cancel only some tickets, void them first, then issue a Partial Refund. See Orders, resends, and voids.
• Table bookings are refunded differently. See Refund a table booking.