Organizer guide: How to manage free ticket returns
Free ticket returns help you keep inventory accurate and automatically return complimentary or $0 tickets back to your event listing—without needing Organizer intervention.
What qualifies as a free ticket?
- Tickets purchased with a 100% discount code.
- Tickets marked as complimentary.
- Tickets with a purchase price of $0.
Note: Free ticket returns must be enabled by the Showpass team. Submit a request to enable this feature on your account.
How to disable free ticket returns for specific ticket types
- Go to Edit Event in your dashboard.
- Scroll to the Ticket Types section.
- Click the gear icon next to the ticket type you'd like to update.
- In the modal, scroll down to find the Allow Free Ticket Returns setting.
- Select Disallow Free Returns.
- Save your changes to both the ticket type and the event.
Ticket Buyer experience
Once the feature is enabled, Ticket Buyers can return eligible free tickets themselves via their account.
- They log in and go to their My Orders page.
- Click on the order they want to return.
- Select Order Options → Return Free Tickets.
- Choose the ticket(s) they want to return in the modal window.
- Select a reason for return from the dropdown (optional).
- Click Continue and confirm the return.
After confirmation, the tickets are removed from the Ticket Buyer's order and returned to the event inventory. A return receipt will be generated, and the original ticket barcodes will be deactivated.
Troubleshooting or FAQs
Why don’t I see the free return option on my ticket types?
Ensure that the feature has been enabled by the Showpass support team, and that the specific ticket type allows free returns.
Can Ticket Buyers reverse a return?
No, once a free ticket is returned, the action cannot be undone. The buyer must place a new order if they still wish to attend.
Will I be notified of returned free tickets?
Returned tickets will appear in your transaction logs, and inventory will automatically reflect the change.
Need support? Our team is here to help. Get in touch with us by filling out this contact form.