Issuing Refunds

If it becomes necessary to refund an order, there are different ways you can issue a refund. To refund an order, go to Manage Attendees > Orders, and select the order that you would like to refund. 

This article includes:

• General Refund Information
• Types of Refunds
  
  • Full Order Refunds
  • Individual Ticket Refunds
  • Manual Amount Partial Refunds

General Refund Information

• A refund can be issued up to 5 days after the event date. If a refund needs to be issued after 5 days, please contact your support rep. 
• The event organizer is still responsible for the payment of service fees on all refunded orders, even if service fees are refunded to the customer. The service fees on a refunded order will be deducted from Net Revenue upon payout.
• All refunds will be processed back to the credit card the customer used to purchase within 5 - 10 business days.
• Make sure you clearly establish your event's refund policy in your event’s purchase conditions. Customers acknowledge this refund policy during checkout and should reference it before requesting a refund. 

Types of Refunds

1. Full Order Refunds: You can issue an entire order refund with or without refunding service fees & credit card processing fees.
   1. Refund Order (Ticket Cost Only): Refunds only the paid ticket costs including any tax or line item fees charged on the order. 
   • All paid service fees and processing fees are retained and not refunded. 
   • All tickets will be canceled on the order. 
   • It is standard practice to offer refunds without including the service fee amount. 
   2. Refund Order & Fees: Refunds the entire order including both service fees and processing fees.
      • Although fees will be refunded to the customer, service and processing fees will still be charged to the event organizer. Event organizers are responsible for all refunded service fees.
      • All tickets will be canceled on the order. 
2. Individual Ticket Refunds: You can choose to refund an individual ticket’s paid price or refund service fees and processing fees with the ticket.
   1. Refund Individual Ticket: Refunds only the paid price of the individual ticket.
   • Service and processing fees will not be refunded.   
   • The ticket is deactivated and cannot be used for entry. 
   2. Refund Individual Ticket & Fees: Refunds the paid price plus any fees paid for the ticket.
      • Service and processing fees will be refunded to the customer.   
      • The ticket is deactivated and cannot be used for entry. 
3. Manual Amount Partial Refund: If you need to refund a custom amount (not full order or a specific ticket type), this option allows you to refund any amount, up to the full order price. 
   1. Issuing a partial refund does not deactivate any tickets but simply refunds the specific amount of money to the customer.
   2. To issue a partial refund, select Additional Refund Options, then enter the amount you want to refund.