Refund a ticket order

Refund a ticket order in full, in part, or ticket by ticket 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. Open the Payments tab and click Refund on the payment.
3. Choose a Refund type:
   • Full refund returns everything that remains.
   • Choose tickets refunds the tickets you tick. See Refund single tickets.
   • Partial refund lets you enter an Amount. If it is more than Left to refund, the Up to line under it turns red and the refund button stays off.
4. Tick Void all tickets if the tickets should stop working. Unused tickets then go back on sale. Leave it unticked, as it starts, if the guest can still come: tickets stay valid unless you void them.
5. Add a Reason if you like.
6. Click the refund button, which shows the amount (for example Refund $30). A last check shows the amount and whether the tickets are voided or still valid. Click the refund button again to confirm.

The guest gets a refund email. It says the tickets were canceled only if you voided them. The order changes to Partly refunded, or Refunded once nothing refundable is left. Each refund is listed under Refunds on the Payments tab, marked Tickets voided if you voided them, and the voided tickets show Void on the Tickets tab. In the Sales list the order shows what was refunded under its amount.

Refund single tickets

Use Choose tickets when a guest is getting money back for some tickets in an order, not all of them.

1. Open the refund window as above and choose Choose tickets.
2. Tick the tickets to refund. Each one shows what refunding it gives back, and the refund button adds them up. Tickets already refunded or void can't be ticked.
3. Void these tickets starts ticked: the chosen tickets stop scanning and go back on sale. Untick it if the guest can still use them.
4. Add a Reason if you like, click the refund button, and confirm. The last check names the tickets and whether they are voided.

A ticket gives back its price and its share of the tax, less its share of any promo discount. Fees stay with the order, as for every refund. If your venue covered the fees, each ticket gives back its part of Paid to you instead, so all the tickets together never come to more than you received. Add-ons aren't part of a ticket: refund them with a Partial refund.

After the refund, the guest's email names the refunded tickets. Under Refunds the refund reads, for example, Ticket 4T7K2M9QX1-2 refunded and voided, and on the Tickets tab each refunded ticket is marked Refunded.

• A checked-in ticket can be refunded, but it is never voided or put back on sale: the guest came in. It shows Scanned in the list.
• An earlier refund by amount comes off what is left. If tickets would give back more than Left to refund, the window says how much is left and refunds only that.

How much you can refund

The most you can refund is Paid to you: the order total minus the VenueStack fee and the Stripe fee. Earlier refunds come off it, and the refund window shows what is left as Left to refund, with the fees the refund keeps under it (for example $2.98 in fees isn't refundable.).

• 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.
• Your venue pays back exactly the amount refunded, from your Stripe balance. The fees are not returned to your venue either.

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.
• A refund made in your Stripe dashboard is recorded on the order within a few minutes, and owners get a notice. The tickets keep working: void them on the order's Tickets tab if the guest should not come. A lost card dispute is recorded the same way and cancels the tickets.
• If Stripe does not confirm a refund straight away, it shows as Pending under Refunds on the Payments tab. Try again, or wait: it settles by itself within 20 minutes, and the guest is never refunded twice.
• To cancel tickets without refunding them, void them on the order's Tickets tab. See Orders, resends, and voids.
• To refund a table booking, see Refund a table booking.
• To refund a pass, see Refund a pass.