Ticxz

Processing Refunds

This guide explains how to process refunds in the ticketing platform.

Processing a Refund

To process a refund:

  1. Go to the Orders page in your dashboard
  2. Find the order you want to refund
  3. Click on the order to open the order details
  4. Click the "Refund" button (requires write access)
  5. Select the refund type (see below)
  6. A confirmation email with a PIN code will be sent to your email address
  7. Enter the PIN code to confirm the refund

Refund Types

The platform supports two types of refunds:

  • Full Order Refund: Refunds the entire order amount. This is the only option for orders that include a discount.
  • Individual Ticket Refund: Select specific tickets to refund. Only tickets with a "Complete" status can be refunded.

In both cases, refunded tickets are invalidated and can no longer be used for check-in.

Free and Guest List Orders

Orders that never took any money, such as free events and guest list orders, use the same dialog, but the button reads "Invalidate" rather than "Refund".

There is nothing to send back, so the tickets are invalidated immediately instead of waiting on Stripe. Their capacity is returned and the order stays "Complete".

Refund Confirmation

For security, every refund requires PIN verification:

  1. When you initiate a refund, a 5-digit PIN is sent to your email
  2. Enter the PIN in the confirmation dialog
  3. The refund is processed through Stripe once confirmed

Order Status After Refund

After a refund is processed:

  • Full refund: The order status changes to "Refund"
  • Partial refund: The order status changes to "Refund Pending" while processing
  • Refunded tickets are marked as invalid and shown with strikethrough styling

The refunded amount is displayed in the order details under the financial summary.

Limitations

  • Only users with write access can process refunds
  • Orders with discounts can only be refunded in full
  • Only tickets with "Complete" status can be refunded
  • Refunds are processed through Stripe and may take several business days to appear in the customer's account

Next Steps

After understanding the refund process, you may want to:

  1. Set up your payment processing
  2. Learn about fees
  3. Manage orders