How to refund a customer
Learn how to refund all or part of a customer's order.
Before you start:
1. You must have permission to manage and refund orders.
2. Cancellation fees are not enabled by default. If you would like to use this feature, please contact Support to have it enabled for your account.
Refunding a customer
1. Locate and open the order you wish to refund.
2. Select Refund/Cancel items.
3. Choose the appropriate refund type.
For more information on the available refund types, see the article: Understanding refund and cancellation types.
4. Select one of the following refund methods:
- Individual refund: Best for partially refunding specific items or tickets within an order.
- Bulk refund: Best for refunding all items within an order.
5. By default, Restock item is selected. This will return the refunded ticket or item to available inventory so it can be purchased again.
- Leave this selected if you want the item to go back on sale.
- Deselect it if you do not want the item to become available for purchase again.
6. If enabled on your account, enter a Cancellation fee if applicable.
7. Optionally enter a Refund reason.
This is for internal record-keeping only. Customers will not see this information.
8. By default, the customer will receive an email notification confirming that their order has been cancelled or refunded. Deselect this option if you do not wish to send a notification.
9. If sending an email notification, you can add additional email text to include a personalised message.
10. Review the refund details and select Confirm refund.
Related Articles
Refund cancellation fee
The Refund Cancellation Fee feature allows you to apply a cancellation fee when processing a customer refund. This can help recover administration or booking costs when issuing refunds. Before you start: The Refund Cancellation Fee feature is not ...Understanding refund and cancellation types
This article explains the various refund and cancellation options available, as well as when to use each one. Refund types explained Refund types allow you to control how items are handled and whether money is returned to the customer. Each option ...Submitting a claim with refund protection
This article explains how customers can submit a refund claim through Refund Protect Group, including where to find the claim link and how to complete the request form. If a customer would like to claim a refund through Refund Protect Group, the ...Refund protection explained
Refund protection is provided by Refund Protect Group. On the checkout page, the ticket buyers can choose to protect their booking if they are unable to attend. Cover includes a wide range of circumstances, such as public transport disruption, ...Refunding a modified order
When refunding a modified order, the process you follow depends on how the customer should receive their refund. Refunding using the standard refund process If you are refunding the order using any of the following refund types: Refund to balance ...