Organizer guide: How to issue refunds through the Transactions page
You can issue full or partial refunds directly through your dashboard. Follow the instructions below to locate a transaction and apply the appropriate refund option.
Find the transaction
- If you don’t know the event, open your main dashboard and go to the Transactions page.
- If you know the event, either:
- Open the event-specific Transactions page, or
- Filter the general Transactions page by event name.
Filter and locate
- Use the filters on the left side to search by name, email, event, transaction ID, or other identifiers.
Initiate the refund
- Click the gear icon on the transaction row.
- Select Refund.
Choose refund items
- By default, Refund All is selected.
- Uncheck this box to refund specific tickets or partial amounts.
Select refund type
- Partial Refund: Refund a custom amount.
- Full Refund: Refund ticket face value and taxes only.
- Full Refund + Org. Fees + Commissions: Include organizer fees and commissions.
- Full Refund + Org. Fees + Commissions + Showpass Fees (Fees Invoiced): Refund the entire amount, including Showpass platform fees.
Consider barcode voiding
- If issuing a partial refund and keeping tickets valid, make sure the barcode checkbox is unchecked.
Save and confirm
- Click Save to process the refund.
- The refund will generate a new transaction entry in your dashboard.
Important: Refunds are final and cannot be reversed.
Troubleshooting or FAQs
Can I reverse a refund?
No, once a refund is issued it cannot be undone. You will need to initiate a new transaction if needed.
How long does it take for Ticket Buyers to receive a refund?
Refunds typically take 5–10 business days to appear, depending on the Ticket Buyer's bank or credit card provider.
Will taxes be refunded?
Yes, taxes included in the ticket purchase will be refunded if you choose a full refund + taxes option.
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