Refund a ticket or cancel an event

Refund one order

1. Open your event in the partner portal and go to the Attendees tab.
2. Find the person. You can search by name or filter by status.
3. Press Refund on their row.
4. Add a reason if you want. The attendee is told about the refund and may see this reason.
5. Press Refund order.

This refunds the whole order and marks every ticket in it as refunded. It cannot be undone. The money comes out of your Stripe balance and goes back to the buyer's card. The buyer gets an email and a notification.

A refunded ticket shows as Refunded at the door and cannot be checked in.

Let buyers refund themselves

When you set up tickets, the Refund policy has two choices:

• Allow refunds: buyers can refund their own order up to your cutoff, with no request needed. Set the cutoff in days before the event, or leave it blank to allow it right up to the start. You are notified each time.
• No change-of-mind refunds: buyers cannot refund themselves. You can still refund them yourself.

Checked-in tickets can never be refunded by the buyer. Whatever you choose, buyers keep their rights under Australian Consumer Law: if the event is cancelled or changed a lot, they are entitled to a refund.

Cancel an event

1. Open the event and press Cancel event.
2. Confirm. Everyone with a ticket is told and refunded. This cannot be undone.

For an event that repeats every week, Cancel all sessions cancels every session that has not started yet and stops the event repeating. Past sessions stay as they are.

When an event is cancelled, no payout is released for it. Buyers are refunded first from the money in your Stripe account.