Refunds.

Refunds are made from an event's Orders page, on the order that took the money. What happens next depends entirely on how the money arrived.

An online sale

Money that came in through a connected gateway goes back through that same gateway. Record Refund on the order is a request to your provider, not a note in a ledger: the buyer gets their money back the way they sent it, once the provider confirms.

A refund covering several attendees is several refunds. Each line goes back on its own call, so if one fails you can see exactly which money moved and which did not.

Some providers finish a refund while we are asking and some accept it and report the outcome later. A refund that is still in flight is recorded as pending and resolves when the provider says so.

The platform fee on that sale is written back with the refund if it has not been invoiced yet. Inside the fifteen-day grace window that means you are charged nothing at all for the sale. Once a fee has reached an invoice it is frozen, and a refund after that is between you and your buyer.

An offline payment

Money you collected yourself never passed through the app, so a refund here is a record rather than a movement. You give the money back the way you took it, and Record Refund writes down that you did.

Nothing was charged on it in the first place, so there is no fee to write back.

The two rules that catch people out

You cannot refund an online sale while its gateway is disconnected. The refund has to travel back through the provider that holds the money, and a disconnected row has no live connection to send it down. The same is true when your provider has started refusing your key. Reconnect it under payment methods and try again.

A refund you make in your provider's dashboard is not written down here. We find out only when the provider announces it, and even then it is flagged for review rather than applied, because a one-sided record does not say which order you meant or how you wanted it split.

What a refund changes

The order. Its status moves to part refunded or refunded, and what it has collected drops by the amount returned.

The tickets. A refunded guest stops receiving tickets. A ticket already in an inbox is not recalled, so if somebody must not be admitted, archive the guest as well: an archived guest raises a warning at the terminal instead of scanning cleanly through.

The dashboard. Ticket sales to date is net of refunds, so the figure drops as soon as the refund is recorded.

Refund policy is yours

We do not adjudicate a refund and we never issue one on your behalf. What you refund, when, and on what terms is your policy to write and yours to honor.

Publish it in your event details so attendees can read it before they pay. See the Terms of Use for how that responsibility sits.