When plans change — for a buyer or for your event — the platform provides tools to handle refunds, exchanges, and event cancellations. This article covers how each process works and what to expect.

For a broader overview, see Managing Sales and Orders.

Refunding Tickets

You can refund individual tickets or entire orders from the order details page. Refunds return the full ticket revenue and all associated fees to the buyer's original payment method.

How to Refund an Order

1. Go to the Orders tab and locate the order by name, email, or order number
2. Open the order
3. Check the boxes next to the tickets you want to refund (or check the top box to select all)
4. Click Refund

The buyer automatically receives an email confirming the refund, and the refunded tickets return to your event's available inventory.

Refunds and Payment Methods

• Credit card — refunds go back to the original card. If the buyer's card has been replaced (lost, expired, etc.), the bank typically routes the refund to the replacement card automatically.
• Cash or check — the system cannot reverse cash or check transactions. Whoever received the cash or check at the time of sale must hand the refund back to the buyer.

Refund vs. Release

Refunding returns money to the buyer. Releasing a ticket frees it back to inventory without refunding the revenue — useful when a buyer says "keep the proceeds as a donation." Once a ticket is released, it can't be refunded through the system afterward.

You cannot refund $0 or comped tickets. To take back a comped ticket, use the Release option instead.

Refunding After a Payout Has Been Processed

Before processing a refund, the system checks whether the related funds have already been paid out to your organization. If the funds are still in our system, your team can process the refund directly.

If the funds have already been paid out, you'll see a message indicating this. To proceed, follow the link in the message to request a refund by email:

• The request must come from an organization Admin, Account Owner, or portal user
• Include the order number(s) you want refunded
• Partial refunds (specific tickets in an order) are supported
• If you need to refund all orders for an event, you can request a full-event refund without sending individual order numbers

The refunded amount will be debited from your account on the next disbursement cycle. Refunded funds can take up to 3 days to post to the buyer's account.

Limitation: No Bulk Refunds Across Orders

There is currently no way to refund multiple individual orders at once through the admin — refunds must be issued one order at a time, by design, to prevent accidental mass refunds. The exception is the email-based full-event refund described above for events that have already been paid out.

Exchanging Tickets

An exchange lets you swap a buyer's tickets for a different date, time, or ticket type without processing a separate refund and new purchase. This is useful when a buyer purchased for the wrong date or wants to upgrade their ticket type. The exchange process handles the inventory adjustment and any price difference automatically.

When Refunds, Exchanges, and Releases Are Disabled

If an order has an active dispute (sometimes called a chargeback), the Refund, Release, and Exchange buttons on the order page are disabled. This prevents conflicts with the dispute resolution process while the disputed funds are under review.

The order page displays the current dispute status, applicable fees, and total dispute costs so you can see exactly where the order stands. Once the dispute is resolved, available actions on the order are restored based on the outcome.

For full details on dispute statuses, fees, and what to expect at each stage, see Managing Order Disputes.

Rescheduling or Canceling an Event

If you need to reschedule or cancel your event, take a few steps to protect your ticket buyers' experience and your organization's reputation. Plan your communication and refund strategy before making changes to the event listing.

Stop Ticket Sales

The quickest way to prevent further ticket sales is to unpublish your event. Toggle the event's published status to Off from your event dashboard. This immediately removes the event from public view while preserving all existing order and ticket data.

Notify Your Ticket Buyers

Once your organization has made a final decision, use the Email Broadcast tool to contact all ticket buyers directly. Your message should include:

• Whether the event is canceled or being rescheduled
• If rescheduling, whether a new date has been determined
• How you plan to handle refund requests
• How ticket holders can reach you with questions or concerns

A clear, proactive message helps maintain trust with your buyers and reduces the volume of individual support requests.

Rescheduling to a New Date

If you plan to let ticket buyers use their current tickets for a rescheduled event, edit the event date from the Event Dates section on the event's edit page. Use the overflow menu (three-dot icon) next to the date to access the edit option.

If you don't have a new date yet, set a placeholder date in the future and either unpublish the event or set it to Private until the final date is confirmed.

Important: You cannot edit an event's date once that date has passed. Orders and tickets associated with a past-dated event will remain tied to that event unless they are manually exchanged to a new one.

Refunds and Donations

Refunds reimburse the ticket buyer the full amount of their original transaction. Refunded funds can take up to 3 days to post to the buyer's account. For steps on processing a refund, see the Refunding Tickets section above.

Many events on the platform are fundraisers for community organizations, and ticket buyers are often willing to let you keep the proceeds as a donation. In those cases, simply leave the tickets as they are, and the funds from any un-refunded tickets will still be allocated to your account as part of your normal payout.

There is currently no option to refund multiple orders at once. Refunds must be issued individually to prevent accidental or unintended bulk refunds. If you have a large event and need to refund all tickets, contact the support team for assistance.