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.
✅ 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.
Looking to offer buyers the ability to refund and cancel their own tickets. Read our full guide here on automatic refunds and cancellations
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
🔎 Locate the 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
Refund and cancel a ticket
Locate your order
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
Partially refund a ticket
Click actions > refund/cancel… on the order
Select the ticket(s) you wish to cancel (if applicable)
Manually enter the refund amount into the refund amount field
Cancel a ticket without refunding
Click refund/cancel… on the order
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
Refund a ticket without cancelling
Click cancel/refund… on the order
Manually enter the refund amount into the refund amount field
Do not select any tickets
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.
💡 Tips and commonly asked questions
Notify your ticket buyers about their refund or cancellation
We recommend you select to send refund confirmation email to notify buyers of their refund.
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 to the refund confirmation email in the space provided
Cancel and/or refund your entire event
Do you need to cancel and refund your entire event? Contact our support team to process a mass refund on your behalf. Find out more information on mass refunds and how to contact the Humanitix team
You have received an error page when trying to process a refund
There are two reasons you may have received this error - as the message states, it is likely that the buyer's card is no longer valid (cancelled, blocked). 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 may also be trying to process a refund too soon after a purchase. Try later in the day or the following day.
The buyer's card has changed or is no longer valid. Can I process this refund to a new card?
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 will 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, you will be paid out this ticket sale.
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 / 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 reach out to our support team