Refunding tickets will refund the ticket revenue and all associated fees directly to the credit card* used at the time of purchase. *In cases where the credit card used has been replaced, a refund will automatically allocate the funds to the replacement card. If the customer paid with cash or check, they will need to be refunded via cash or check by whomever received the cash or check.
When an order is refunded the ticket holder will receive an email alerting them to the fact that their tickets have been refunded.
Tickets that are refunded will be put back into the available inventory for an event. If you would like to make the ticket available again without refunding the ticket revenue, then you can release a ticket. Once a ticket is released, the funds from that purchase may not be refunded by our system.
You cannot refund $0 or comped tickets. To take back a comped ticket you can use the "Release" option instead.
How to Refund an Order
Step #1: Navigate to the "Orders" tab from the Ticketing app.
Step #2: Locate the order by customer name, email, or order number.
Step #3: Click to open an order.
Step #4: Select checkboxes next to any tickets to be refunded, or select the top checkbox to select all tickets if refunding the whole order.
Step #5: Select "Refund".
When an order is refunded the ticket holder will receive an email alerting them to the fact that their tickets have been refunded.
Refunding Orders That Have Been Paid Out
Before processing a refund in our system, the ticketing system will verify if any money has already been paid out to an organization. If the organization has been paid, they can request a refund and we will debit their account to retrieve the funds. If the ticket revenue has not been paid out, the refund will be processed by your team. If the ticket has already been paid out, the system will show a message indicating this:
In these cases, follow the link to request a refund, and include any order numbers you would like refunded. Please note the following:
- Refunds must be requested via email from an organization admin or account owner, or portal user.
- Please send the order number with your request
- We can refund a partial number of individual tickets on an order or the full order.
- If all of the orders in an event need to be refunded then there is an option to refund all orders without having to send the individual order numbers.
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