An admin user can refund individual tickets. If you need to cancel or postpone your event, review our recommendations here. When you’re ready to refund one or more orders, the options below will guide you through the process. Be aware that refunds are not reversible, so proceed with certainty.

• Customer communication of refunded tickets
• Refund tickets on an order
• Refunding multiple orders
• Refund errors

Customer communication of refunded tickets

A customer is notified with an email when a refund is processed. It is advised that you notify ticket holders as to the reason for the refund. Once an order has been refunded it will be removed from the event record, so we recommend downloading an order report or ticket manifest from the event dashboard before processing multiple refunds. This can be done under the "View reports" option.

Refund tickets on an order

You can process a refund by finding the order in the "Orders" or "Customers" section. Click on the order and use the check boxes to select tickets. The "Refund" options will be available when items are clicked. You will be prompted before the tickets are refunded, and that prompt may alert you to an error in the refund. Read any prompts carefully before proceeding. If something goes wrong then we recommend grabbing a full screen shot that might show some of the context and a view of what you were seeing at the time of the error.

Refunding multiple orders

If you need to refund all the orders for an individual event, then can reach out to support to process that request, and the refunds can be processed within 14–21 days. You may also refund orders individually via the "View Orders" section of an event. From there you can select the "Refund" option in the 3-dots menu for each order and refund all tickets for each order more efficiently.

Refund errors

Before finalizing the refund, a prompt will appear that might flag any errors. Read it carefully before proceeding. If something goes wrong, take a full screenshot showing the error and surrounding details to help with troubleshooting.

If the order is for an event you’ve already been paid for, contact our support team. They’ll verify if the funds can be retrieved, and refunds will be processed within 14–21 days.