Organizer guide: How to send refund request emails
If you need to postpone or cancel an event, you can streamline the process by sending refund request emails directly to your ticket buyers. This feature allows attendees to self-initiate a refund by clicking a button in your notification email.
How to send a refund request email
- From your dashboard, open the pop-out menu and select Manage Events
- Find and select the event you need to issue refund requests for, and select Manage
- Click Email Guests in the left-hand menu
Email setup steps
- Select the ticket types you want to email
- Optional: Choose to attach the PDF ticket
- Add a subject line and write your message in the body field
- From the Update Event Status dropdown, choose the new status (e.g., Postponed or Canceled)
- Check the box for Is refund request
Refund request options
Once "Is refund request" is enabled, additional fields will appear:
- Refund Expires: Set the last day ticket buyers can request a refund
- Show Exchanges: If enabled, this provides an exchange option instead of a refund
- Refund Type:
- Full Refund: Refunds the ticket subtotal (excluding fees, unless fees were passed on to the ticket buyer)
- Full Refund + Fees: Refunds the full amount including Showpass and organizer fees. The organizer will be invoiced for the refunded fees.
After reviewing all settings, click Send Email to distribute the refund request to ticket buyers.
Ticket buyer experience
The email your attendees receive will include a “Request Refund” button. When clicked, they’ll be redirected to a confirmation page to finalize the request.
Once confirmed, a message will appear letting them know their refund has been processed.
Important notes
- Refund requests are automatically approved at the end of each day
- If a ticket was transferred, the refund will go to the original purchaser
FAQs
Can I resend the refund email?
Yes, you can return to the Email Guests tool and repeat the process for selected ticket types or individuals.
What happens if the refund deadline passes?
Ticket buyers will no longer be able to request a refund. You may need to handle exceptions manually if necessary.
Can I customize the refund terms?
You can include specific refund policies and instructions in the body of your email.
What if I only want to offer exchanges?
Check “Show Exchanges” and do not enable the refund checkbox.
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