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. Scroll down a bit and click the "Refund order" button:

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

Refunds initiated by the ticket buyers

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

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

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

Refunding the entire event

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

It might be that we have already made a payout for all or some of the sales income. In this case, we will send you a calculation and instructions to pay it back before proceeding with the refunds.

How do refunds work

After initiating a refund, the order will stay in "Refund processing" status until we have completed processing it. The money will be paid back to the same bank account which the buyer used to make the initial purchase. It may take a day to a week until the payment is completed, depending on the banks and the payment method.

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.