The ticketing system will need to check for any revenue paid out to the event organizer before a refund may be provided in our system. Currently, due to the number of extenuating circumstances, this process is checked by our support team. Attempting to refund a ticket automatically will show this message:
For refund requests:
- 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.
Refunding tickets voids the tickets previously purchased by the customer and credits the card they used for the original transaction with the value of the tickets refunded and associated ticket fees. If the customer paid with cash or check, they will need to be refunded via cash or check.
If you would like to just make the ticket available again without refunding the ticket revenue, then you can release a ticket.
Locate the customer's account and click on the order number that contains the tickets that need to be refunded. This will take you to the Order dashboard for the ticket purchase.
To refund all tickets, simply click the Refund all Tickets button under the Order Actions menu on the righthand side of the order dashboard. Note that if your browser window is not wide enough then the Order Actions will appear at the bottom of the order page.
A notification will appear, prompting you to confirm the refund. Click OK to refund all of the tickets in the order and return the payment to the original tender.
Select the checkbox(es) next to the individual ticket(s) that need to be refunded and use the Actions dropdown menu to select Refund.
A notification will appear, prompting you to confirm the refund. Click OK to refund the ticket(s) selected in the order and return payment to the customer.
Tickets paid for via credit card will be debited from the event creator's bank account when the refund is issued.