As an event host, you can process refunds and cancellations at any time. However, to reduce admin, you can allow buyers to action their own refunds and cancellations using the Manage Order button located in their order confirmation email.
Buyers can action a refund within your set time period and for a set percentage (%) of their ticket price (excluding fees).
Self-service refunds and cancellations only apply to tickets
You must manually refund any add-ons or donations with an order.
Set your refund policy
Your refund policy will determine the period in which buyers can request a refund or cancellation:
Manage your event via the events tab
Navigate to payments and fees > settings via the left-hand menu
Select refunds
Choose from preset refund policies, or select Custom to specify your own
Click save when you’re done
You can still process refunds for buyers at any time, regardless of your refund policy
What if my tickets are free?
Your refund policy encompasses cancellations for free tickets. This allows registrants to cancel their free orders.
Enable self-service ticket cancellations and refunds
Remain on the payments and fees > settings > refunds page of your event
Toggle ON automated ticket cancellations & refunds
Set the refund time frame and the refundable amount(%) of a ticket price that can be refunded
Click Save
Here’s an example when you allow buyers to cancel and 100% refund their tickets up until 24 hours before the event begins:
How does a buyer action a self-service refund?
Buyers can access the refund portal for their tickets in two ways.
Option 1: Via their confirmation email
A buyer can refund their order from the confirmation email they received when purchasing.
Click Manage order on the order confirmation email
Click the Refunds tab
Select the tickets to cancel and/or refund
Option 2: Via the contact host link on the event page and confirmation email
A buyer heads to your event page or opens their confirmation email
Click contact host
Select the I want to request a refund enquiry and fill in the order details
Attendees receive a confirmation email with a link to access the refund portal
If a buyer provides an email different from the one they used on their order, they will not be prompted to refund their ticket.
A refund request email will be sent to the host (you) instead.
Using the Manage Order button on the confirmation email
Once buyers have navigated to the manage order page of their order, they will need to:
Select refund/cancel
Under self-service refund select all tickets they would like to refund and/or cancel
Click review > confirm
Buyers will automatically receive a refund/cancellation confirmation email to their email address
Refunds can take 2-5 business days to process back to the original card used for the purchase
Commonly asked questions
A buyer's card is no longer valid (e.g. blocked, cancelled); can they still receive a refund?
A buyer's card is no longer valid (e.g. blocked, cancelled); can they still receive a refund?
Refunds must be made to the original card used for the purchase. A buyer cannot nominate an alternative card. If a buyer's card is no longer valid and cannot receive any credit (refund), then they cannot use the self-service refund tool.
They will need to contact you as the host. You will need to arrange a refund with them directly, e.g. via bank transfer, outside of Humanitix.
Since their ticket sale cannot be refunded through Humanitix, it will be paid out to you normally.