Organizer guide: How to set refund policies at the organization and event level
Setting a clear refund policy helps set expectations for ticket buyers and may help reduce complaints and disputes. Refund policies can be defined at both the organization level and the individual event level. Note that while a refund policy doesn't guarantee chargeback protection, it can serve as a reference point when resolving disputes.
Setting your organization's refund policy
To define a default refund policy for all events under your organization:
- Go to your dashboard and open the pop-out menu.
- Select Organization Info.
- From the left-hand menu, click on Financial Settings.
- Scroll below the section for fees and taxes until you reach the Refund Policy field.
- Enter your organization's default refund policy.
- Click Save to apply the policy.
This policy will be shown to ticket buyers during checkout unless overridden at the event level.
Setting an event-level refund policy
Event-level policies override the default organization policy. To add or edit an event-specific refund policy:
- Navigate to the event’s settings (either during event creation or by editing an existing event).
- In the left-hand menu, click Legal Policies & Important Info.
- Find the Refund Policy text box and enter the policy for this specific event.
- Click Save Event.
This policy will appear to ticket buyers on the event page and under the Help & Info section.
Important notes
- If no refund policy is set at either the organization or event level, ticket buyers may be unclear about your refund terms, which can increase refund requests and disputes.
- Showpass always directs ticket buyers to the event Organizer for any refund requests. Ensure your policy clearly communicates your terms and process.
Troubleshooting & FAQs
What happens if I don’t set any refund policy?
Ticket buyers may assume that refunds are always available or become confused, leading to more support requests. It's best practice to set a clear policy even if your policy is "no refunds."
Can I change my refund policy after tickets have gone on sale?
Yes, but it's advisable to notify affected ticket buyers if the change significantly alters refund eligibility.
Does Showpass process refunds on my behalf?
No. Ticket buyers are referred to the Organizer to handle refunds. Make sure your policy outlines how buyers should contact you and any time limits for refund requests.
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