Refund a guest

You can refund a guest at any time, without waiting for them to ask. It works after your refund window has closed and after the event has ended.

There are two ways to do it, depending on whether the guest keeps their spot.

Only owners, admins and managers on your team can refund. Issue refund and Cancel registration are on the web only. You can still review guests' refund requests in the mobile app.

Issue a refund

1. Open your event page and scroll to the guest list (Who's going?).
2. Click the guest's name. Their details open in a side panel.
3. Click Issue refund.
4. Enter the amount. It starts at everything they paid for the ticket, less anything already refunded, and you can lower it for a partial refund. For a pack, one refund can send back at most one ticket's share, split evenly across every ticket in the pack.
5. Optionally, add a note.
6. Click Refund.

The guest gets an email confirming the refund. Issuing a refund never changes the ticket's status: an active ticket stays active, so they can still check in, and a cancelled one stays cancelled. You cover the Eventship and Stripe processing fees on the refunded amount.

You can issue more than one partial refund on the same ticket, up to the total they paid. To refund a whole pack, use Cancel registration. Issue refund only appears on paid tickets that still have money left to refund.

Cancel a registration and refund it

1. Open your event page and scroll to the guest list (Who's going?).
2. Click the guest's name.
3. Click Cancel registration at the bottom of the panel. For a pack, the button reads Cancel pack with the number of tickets.
4. Confirm. For a pack, the confirm button reads Cancel all with the number of tickets.

For a paid ticket, the guest is refunded what they paid, less anything already refunded. You cover the Eventship and Stripe processing fees. If Reopen refunded tickets for sale is on for the event, their spot goes back on sale and, when the ticket type has a waitlist, the next person in line is promoted. If it is off, the spot stays taken.

If the guest bought a pack, cancelling removes every ticket in the pack together. A pack cannot be cancelled once any of its tickets has been checked in. To refund a checked-in pack in full, email [email protected].

Neither action refunds add-ons bought with the ticket. Both refund the ticket only.

Where the money comes from

Refunds come out of your Stripe balance. If Stripe has already paid your earnings out to your bank, your balance may not cover the refund. The refund then does not go through, you see an error, and the guest's ticket stays as it was. Add funds to your Stripe account and try again, or email [email protected] and we will help.

The money goes back to the payment method used to buy the ticket. If the ticket was transferred or assigned, that is the original buyer's card, not the current guest's. Refunds typically appear on the statement in 5 to 10 days, depending on the bank.

Related

• Refunds: refund requests from guests, refund settings, and automatic refunds
• Cancel an event: refund everyone at once