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Allow buyers to refund and cancel their orders and tickets
Allow buyers to refund and cancel their orders and tickets

You don't need to field all of the refund request emails. Allow buyers to refund and cancel their orders inline with your cancel policy.

Updated over a week ago

Refunds and cancellations can be actioned at anytime by the event host. You can also give buyers the ability to action their refunds and cancellations using the manage order button located on their order confirmation email

Self-service refunds and cancellations only apply to tickets

Add-ons and donations must be refunded from the event console by a host

🚨 Set your refund policy

Your refund policy will determine the period in which buyers can request a refund or cancellation:

  1. Manage your event via the events tab

  2. Navigate to payments and fees > settings via the left-hand menu

  3. Select refunds

  4. Choose from preset refund policies, or select Custom to specify your own

  5. Click Save when you’re done

You can still process refunds for buyers at anytime, 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 automatic ticket cancellations for your event

  1. Remain on the payments and fees > settings > refunds page of your event

  2. Toggle ON automated ticket cancellations & refunds

  3. Set the refund time frame and the refundable amount(%) of a ticket price that can be refunded

  4. 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 can buyers 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.

  1. Click Manage order on the order confirmation email

  2. Click the Refunds tab

  3. Select the tickets to cancel and/or refund

Option 2: Via the contact host link on the event page and confirmation email

  1. A buyer heads to your event page or opens their confirmation

  2. Click contact host

  3. Select the I want to request a refund enquiry and fill in the order details

  4. Attendees receive a confirmation email with a link to access the refund portal

If a buyer provides a different email than 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 refund portal

Buyers can:

  1. Select which ticket(s) they would like to cancel/refund.

  2. Choose to donate the booking fees of their order - this is up to them!

  3. Click review > confirm

Refunds can take 2-5 business days to process back to their card.

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