As the event host, you can process refunds and cancellations anytime and if funds are available. You are not restricted by the refund policy you have set for the event, and refunds are at your discretion, notwithstanding local government regulations around event cancellations and major changes.
Cancelled tickets are automatically restocked ready for the next buyer to purchase.
✅ Refunds processed through Humanitix take 2-5 business days to return to the buyer's card.
Refunds can only be processed to the card used to make the purchase.
Due to auditing standards orders cannot be deleted entirely.
Tickets within an order can be cancelled and refunded in full but the overall order will remain on the orders report.
Cancelled tickets will be removed from the attendees report
How to find an order you wish to cancel/refund
Head to reports > orders from the top menu bar
Search for the order using the Order ID, Name or Email Address and click get report
Click the order ID to view the order OR
Click actions > refund/cancel to the right of the order
You can also search orders via the orders/refunds> orders page of any event
Click actions > cancel/refund… to the right of the order
How to refund and cancel a ticket in an order
Locate the order via the orders report
Click actions > cancel/refund…
Select the tickets you wish to cancel or click cancel all tickets
The total refund amount field auto-populates the net ticket sale
Click review…
Unselected tickets will not be cancelled
How to partially refund a ticket
Locate the order via the orders report
Click actions > refund/cancel…
Select the ticket(s) you wish to cancel (if applicable)
Manually enter the refund amount into the refund amount field
How to cancel a ticket without refunding it
Locate the order via the orders report
Click refund/cancel…
Select the ticket(s) you wish to cancel or click cancel all tickets
Adjust the total refund amount figure to '0'
Click cancel ticket(s)
No refund will be processed, but the tickets will be cancelled and restocked
How to refund a ticket without cancelling it
Locate the order via the orders report
Click cancel/refund…
Manually enter the refund amount into the refund amount field
Do not select cancel
Click review…
The tickets will not be cancelled but will be refunded
Refunds and cancellations while using Stripe
If you’ve connected Stripe to your event, you can still process refunds through the Humanitix system.
When a refund is actioned in Humanitix, the funds will be deducted from your connected Stripe account to facilitate the refund to the ticket buyer.
For refunds to be finalised, please make sure you have available funds in your connected Stripe account. Buyers will be notified but the refund will stay 'pending' in your Stripe account until you have available funds.
Humanitix recommends processing refunds through the Humanitix platform instead of through Stripe to create a clear audit trail for your records.
How does a buyer request a refund?
A buyer can request a refund using the Contact Host option on the event page or their confirmation email.
You will receive an email of their request to your account email address and any other email address added as a recipient for attendee enquiries.
Looking to offer buyers the ability to refund and cancel their own tickets?
Commonly asked questions
Can a cancelled ticket be purchased by a new buyer?
Yes, by default when a ticket is cancelled it is 'restocked' and becomes available to the next ticket buyer.
If you have enabled a waitlist for a sold-out ticket or event, you must offer an available ticket through the waitlist.
How do I know if a ticket has been refunded or cancelled?
How to view a refund or cancellation on a single order:
You can track any refund or cancellation history by viewing an order.
Navigate to reports > orders on the top menu bar and search for the order.
Click on the order ID.
You can check the status of the ticket type as well as any refund history at the bottom
Can I undo or cancel a refund or ticket cancellation?
Refunds and cancellations are final and cannot be undone in any circumstances.
If you have accidentally refunded a ticket you will need to direct the buyer to make a new purchase or collect funds through another method outside of Humanitix, e.g. via a direct bank transfer.
If you have accidentally cancelled a ticket you can issue a new ticket on their behalf by creating a manual order via the orders/refunds > orders page. You can copy+paste the details of their original order onto this new one.
Is the Humanitix booking fee also refunded?
By default, any passed on Humanitix booking fees are not refundable. Buyers will receive only the face value of the ticket price back minus any booking fees.
Any booking fees that were absorbed however will be returned and you will not wear these costs.
Humanitix is a registered charity and NFP organisation and booking fees are our primary source of revenue using use these funds to donate to our partner charities and fund our operations. We also incur costs that are sadly never refunded such as merchant processing fees
Are buyers automatically notified about a refund or cancellation?
We recommend you select send refund confirmation email to notify buyers of their refund or cancellation.
This email includes the details of the refund amount, cancelled tickets, and the expected timeframe for the refund (2-5 business days)
You can add a custom message (optional) to the refund confirmation email in the space provided
Does Humanitix issue a refund invoice or credit note?
Humanitix does not issue separate credit invoices or credit notes with refunds. If selected, buyers will receive a refund confirmation email that outlines the details of their refund including the Order ID, the refund amount, and any tickets cancelled.
How do I cancel or refund my entire event?
If you need to cancel and refund your entire event you can contact our support team to process a mass refund on your behalf via the messenger > messages > contact support > I have to cancel my event
If your event has a small amount of orders it may be quicker to still manually process the refunds/cancellations on your end rather
I have received an "error" page when trying to process a refund
If you cannot process a refund because you receive an error message, there are two explanations:
The buyer's card is no longer valid.
The buyer's card has been cancelled or blocked and cannot receive a credit. Refunds can only be processed to the card used for the purchase. You must contact the buyer to arrange an alternative refund method e.g. via a bank transfer.
You are trying to action a refund too soon after the purchase
If this order was made within the last several hours, please try again later in the day or tomorrow. The Humanitix payment gateway may take time to process transactions before a refund can be issued (around 2-6 hours on average).
Can I process a refund to a new card? The buyer's card has changed or is no longer valid.
No, you cannot process a refund to a new card. Refunds can only be processed to the original card used for the purchase. In this case, you need to arrange an alternative refund method outside of Humanitix with the buyer e.g. via bank transfer.
Since the order cannot be refunded via Humanitix this ticket sale will be paid out to you as per normal.
I am receiving a "no funds available" error message
If you receive a message stating that there are no funds available it is because the event or event date associated with the order has been paid out.
Humanitix no longer holds these funds. You will need to arrange a refund with the ticket buyer directly i.e. through a bank transfer.
If you have any further questions or have had an event paid out that you need to cancel and refund all attendees for, please contact our support team via the messenger