Orders and payments

Refunds and cancelling orders

Refunding a single order

To cancel an order and refund the full amount to the customer:

  1. Find the order using the "Orders & tickets" tool.

  2. Click on the order number to view all of its details.

  3. Click "Refund order":

While the order is still in "Refund processing" status, meaning the refund transfer to the buyer has not yet been completed, it is possible to cancel the refund, mark the tickets as valid again, and restore the purchase to "Completed" status:

Refunds initiated by ticket buyers

You can allow buyers to request refunds themselves. This is useful, for example, if you need to postpone your event and refund those who cannot attend on the new date.

Turn on this feature on the event's "Advanced settings" page:

In the footer of each ticket email, the buyer will find a link to their private order management page, which will also include the option to request a refund:

Cancelling free tickets by ticket holders

For free tickets or free events, ticket holders can always cancel their tickets themselves, regardless of whether the buyer-initiated refund option is enabled.

Refunding the entire event

If you need to cancel the entire event and refund all orders, instead of refunding each order manually, send us a message in the chat or write to [email protected], indicating which event you would like to refund, and we can assist you.

It is possible that we have already transferred part of the sales income to you. In such cases, after marking the purchases as refunded, you can find the amount and instructions for the bank account to which the money should be returned under "Settings" -> "Payouts." Please note that the bank account used for payouts may differ from the account to which we expect you to transfer the money for ticket refunds.

How do refunds work

After initiating a refund, the order will remain in "Refund processing" status until we have completed it. The money will be paid back using the same payment method or bank account the buyer used for the original purchase. Depending on the bank and payment method, this may take from one day to one week.

Booked tickets/seats will be released to other buyers immediately after initiating the refund.

Along with the money, we will also send your buyer an email notification and a credit note.

Pricing

Processing refunds and related bank payments are free of charge. However, please note that the fee you initially paid for processing the ticket purchase is non-refundable.