In this guide, we’ll show you how you can refund your visitor’s entire order or individual tickets within that order. If you want to read how to invalidate your visitor’s tickets, check out this guide.

How do I refund a ticket buyer?

1. Go to your Dashboard. Make sure you have selected the company in the Company Switcher that matches the order you’re looking for.

2. At the top of your screen, you will see a field called ‘Search in orders’. By entering the ticket buyer’s name, email address, the order number, a ticket number within the order, or the payment ID, you will be able to find their order.

3. Click on the grey ‘Edit’ button to the right.

4. You’ll now see a complete overview of the order. To refund (a part of) the order, click on ‘Invalidate order’ on the right.

5. On this screen, you can select the entire order, separate tickets, or separate products linked to tickets. Select the products and tickets you wish to refund.

6. Under the header Refund select the option ‘Refund the selected tickets’ from the drop-down menu and choose whether or not you want to refund the service costs. Please keep in mind that, in case of rescheduling or cancellation of your event, you are legally obligated to return the service costs.

7. If you would like to return a custom amount, click on the ‘I want to change the refund amount’ toggle and enter the amount. Make sure to enter the correct VAT percentage.

Please note that you can never return more than the amount the visitor actually paid.

8. Enter the reason for the refund. This will help clarify the transaction for both the visitor and yourself in the future.

9. Check the box at the bottom indicating that you understand that this process cannot be reversed.

10. Once you’ve done that, all that’s left to do is hit ‘Save’.

Executing the refund

Tonight we will execute this refund if there is enough money within the company.

If there isn’t enough money within the company, you can make a deposit within the Dashboard by going to Financial, selecting Payouts, and clicking on the yellow button. If you currently have tickets on sale for another event within the company, you can also wait until new tickets have been sold. We can use this money to execute the refunds.

Once there is enough money within the company, the refund will be executed directly and the visitor will receive the refunded amount on their bank account within 3-5 working days.

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