Event Refunds
Organizer Guide
3 min read
Help articles may not be fully accurate — they can lag behind the app due to frequent updates and automated translation. If in doubt, please contact support.
On this page
Refunds is where money actually moves back to an attendee through Stripe — distinct from Cancel on the Orders page, which only releases inventory. Use this page both to issue refunds yourself and to work through refund requests attendees have submitted.
What you can do here
- Refund Requests tab — the queue of refunds attendees asked for from their own booking, with their stated reason. Approve or decline each one.
- Refunds tab (this page) — initiate a refund yourself against any paid, confirmed booking, without the attendee having asked.
- Refund Policy tab — the rules that decide whether an attendee is even allowed to self-request a refund (see Related).
- Refund history — every refund transaction for the event, its method, amount, status and reason, with a Mark processed action on anything still pending.
How to issue a refund
- Pick the booking from the dropdown (only paid, confirmed bookings with an outstanding balance are listed).
- Choose a method: Full, Partial, Credit, or Exchange. Partial requires you to enter an amount.
- Add an optional reason and internal notes, then submit.
- The refund calls Stripe immediately — there is no separate confirm step after this button.
What full vs. partial actually does
- Full refund (amount at or above what is left to refund) also releases the ticket’s inventory and seat hold, and moves the booking to Cancelled/refunded status. Any discount code on the booking has its usage count given back, so it becomes available again to the next person.
- Partial refund only returns money. The booking stays Confirmed, the ticket stays valid, and nothing is released back into inventory.
- The maximum you can refund is the booking total minus whatever has already been refunded against it — the form will not let you double-refund the same order.
- Only one refund can be in flight per booking at a time; a second attempt while one is still processing is blocked outright.
Good to know
- The attendee is notified by email once a refund completes, whether you initiated it here or approved their own request.
- A refund that fails at Stripe is recorded as failed rather than left stuck pending — you can see the gateway error in the refund’s notes and retry.
- Approving an attendee’s refund request and initiating one yourself use the exact same underlying refund, so history and inventory release behave identically either way.
Troubleshooting
- Booking does not appear in the refund dropdown — only confirmed bookings with a total above zero and a payment on file are listed; free or unpaid bookings have nothing to refund.
- “Nothing left to refund” error — the booking has already been refunded up to its total, whether that happened here, from a request, or automatically.
- Refund request has no Approve/Decline buttons — it is no longer pending; it was already actioned or the attendee cancelled it.
- Seat/ticket still shows as sold after a refund — only a full refund releases inventory; a partial refund deliberately leaves the ticket valid.