How Ticket Cancellations and Refunds Work
You can void unpaid tickets or refund paid tickets directly from your dashboard. Refunds return funds to the original payment method (if processed online). You can also record offline refunds and adjust attendance, seats, and reporting.
Step 1: Find the Order
- Log in to your event dashboard.
- Go to Orders/Transactions (or Tickets).
- Search by buyer name, email, or order ID and open the order.
Step 2: Check Eligibility
- Unpaid ticket: use Cancel/Void (no funds to return).
- Paid ticket (card): use Refund (full or partial).
- Paid offline (cash/check): record a manual refund and adjust the balance.
Step 3: Choose Full or Partial Refund
- Click Refund.
- Select Full or enter a Partial amount (e.g., reduce by fees or keep a donation portion).
- Add an internal note (reason, policy reference).
Step 4: Confirm Fees and Policy
- Decide whether to refund platform/processing fees (if your policy allows).
- If retaining a donation portion, document it clearly.
Step 5: Submit and Notify the Buyer
- Click Submit/Confirm.
- The system updates the order, issues a refund receipt, and emails the buyer.
- For partial refunds, the receipt shows both original and refunded amounts.
Step 6: Update Seats and Attendance
- Release the seat/table back to inventory if applicable.
- If this affects sponsor bundles or guest lists, update linked attendees.
Step 7: Record Offline Refunds (If Needed)
- Choose Record Refund and select offline method.
- Enter amount, date, and reference (check #).
- Save so reports reconcile correctly.
Pro Tips
- Publish a clear ticket refund policy on your event page.
- Use partial refunds to convert cancellations into donations.
- Export refund reports after the event for bookkeeping.
- For disputes/chargebacks, attach order notes and correspondence.
Related Guides
- Import or Add Attendees for Live Event
- How to Pay Your Invoice
- Do I Need to Register for an Account Before I Can Bid?
- How Guests Can Register for Your Auction
- How to Enable the Pre-Register Credit Card Option
Frequently Asked Questions
What’s the difference between cancel and refund?
Cancel/void is for unpaid tickets (no money returned). Refund is for paid tickets and returns funds to the buyer or records an offline return.
Can I issue a partial refund?
Yes. Enter a custom amount to keep part as a donation or retain fees per your policy. The receipt will show the refund breakdown.
How long do card refunds take to appear?
Most card refunds post in 3–10 business days depending on the bank. The order will show the refund immediately in your dashboard.
Can I refund processing or platform fees?
It depends on your policy and processor rules. You may choose to refund ticket price only, or include fees if allowed by your settings.
What about tickets paid by cash or check?
Issue the refund offline and record it on the order with method, amount, and reference so reports remain accurate.
Can I reverse a refund after submitting it?
No. Refunds are final. If needed, create a new charge with buyer permission or send a new payment link.
Will the seat/table be released automatically when refunded?
If the order included seating, confirm the seat is released back to inventory and update sponsor/guest assignments as needed.
Can buyers request a refund themselves online?
Buyers typically contact the organizer. Admins process refunds in the dashboard according to your posted refund policy.
How do I keep a portion as a donation instead of a full refund?
Select a partial refund amount and add a note. The receipt will show the retained portion; follow your nonprofit’s receipting rules.
Where can I see a history of refunds for reporting?
Use the Transactions/Orders report and filter by “Refunded.” Export to CSV for bookkeeping and reconciliation.
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