Refunds and voids

Refund options

Processing a refund

1. Find the transaction.
2. Select the three dots in the top right corner of the transaction.
3. Select Refund.
4. On the left of the Refund transaction window, select the items to refund. Each item shows the quantity, item price, tax, discounts, credits, and total, plus any amount already refunded.
5. Choose a Refund option.
6. Choose a Reason.
7. Choose a Refund destination.
8. Check Invoice total and Refunding now at the bottom of the panel.
9. Select Refund.

Refund options

• Base refund (default): face value, tax refund, and handling fees. Excludes organizer and Showpass service fees.
• Full refund excluding Showpass fees: includes organizer fees, excludes Showpass service fees.
• Full refund (Showpass fees invoiced): includes organizer fees and Showpass service fees. The service fees refunded are charged back to the organizer's account. If that is not what you intend, choose Base refund instead so the customer is refunded without service fees included.
• Custom amount: enter a manual amount for the selected item, or refund specific quantities.

Reasons

Duplicate, Fraudulent, or Requested by customer. Requested by customer is the default and the right choice for a normal refund.

Refund destination

A refund goes to one destination or the other, never both.

• Original payment source (default): back to the card or payment method used
• Organizer credit: issued as credit the guest can spend with your organization instead of returning to their payment method

Things worth knowing

• Refunds cannot be reversed. Contact Support if there are advances or credit memos on the event.
• Refunding tickets also marks any transferred tickets as refunded.
• Organizations have a limit on how many individual refunds can be processed from the Transactions page in 24 hours.

Voiding tickets

Voiding makes a ticket unusable. A void is not a refund. If the guest is also owed money, process a refund as well.

1. Find the transaction.
2. Select the three dots in the top right corner of the transaction.
3. Select Void.
4. Select all is on by default. Leave it on to void everything on the order, or clear it and select only the items you want to void.
5. Check the quantity, item price, tax, discounts, and total for each item you are voiding.
6. Select Void.

A new Void transaction appears on the Transactions page recording what was voided.

Refund request emails

You can email guests about a postponement or cancellation with a Request Refund button included. Guests select the button in the email and their purchase is refunded automatically. This also works for clients on an external gateway.

1. Open the event and select Manage.
2. Select Email Guests.
3. Select the ticket types the email should reach, and attach the ticket PDF if guests need it.
4. Write a subject line and message.
5. Choose the new event status from the dropdown under the body.
6. Select the Is refund request checkbox.
7. Set the refund expiry date and time, choose whether to show an Exchange Tickets button in the email, and choose the refund type guests will receive.
8. Select Send Email.

These emails are reserved for important updates such as cancellations and rescheduling. They cannot contain marketing or promotional content or external links.

What the guest sees. The email includes Exchange Tickets and Request Refund buttons. Exchange takes them to their invoices page. Request Refund takes them to a confirmation page, and once confirmed they see a confirmation ID and a note to allow 30 days for the refund to appear on their statement.

Limitations

• Contact Support if there are advances or credit memos on the event.
• The Request Refund button does not work for cash or complimentary payment methods.
• Cancelling an event and refunding charges for all fees associated with the event, including email, SMS, and custom settlement items.

Need support? Our team is here to help. Get in touch with us by filling out this contact form.