Refunds
How to refund all or part of an order paid online.
From the dashboard you can refund orders paid online and orders paid through a payment link sent from the cash desk. The refund goes through Stripe back to the customer's payment method.
Issue a refund
- Open the event and choose Orders in the side menu.
- Find the order. You can search by buyer email, attendee name or order ID.
- Press View. Order details opens.
- Press Issue refund.
- Check the figure in Refund amount. It starts at the full Remaining refundable. For a partial refund, enter a lower figure.
- Optionally, write the reason in Status reason (optional).
- Under Invalidate items, check the selected items. Selected items become refunded and can no longer be scanned. Untick the ones the customer should still be able to use.
- Press Confirm.
Refund created successfully. appears.
If you chose Detailed (itemized) mode in the receipt settings, you choose quantities under Items to refund instead of an amount. You can also include the order's Service fee.
After the refund
- Order details shows Refunded and Remaining refundable.
- The Refunds section lists each refund with its amount, date, status and reason.
- You can make more partial refunds until the remaining refundable amount reaches zero.
- If you use electronic receipts, the refund also records the fiscal adjustment. If that step fails, use Retry fiscal step.
Refunds do not automatically increase item availability. To put the places back on sale, raise the item's quantity in Items.
Orders paid in cash or by POS
For orders paid at the cash desk in cash or by POS, the Issue refund button does not appear. You give the money back to the customer yourself.
To block the items in that order:
- Open the order from Orders.
- In the Items list, press Change status on the item.
- Under New status, choose Cancelled or Refunded.
- Press Confirm.
Changing the status does not move any money.