Refunds and transfers

Two different problems get solved on this page. A refund gives money back and destroys the ticket. A transfer keeps the sale and simply changes who is coming. Most of the time a guest who cannot attend wants the second one, and it costs you nothing.

Refunding an order, or part of one

1. 1

   Open the order

   From the event dashboard, go to Orders and open the order in question. Everything you need is on that one screen.

2. 2

   Choose the tickets

   Refunds are per ticket, not per order. Select only the tickets you are refunding. A group of four who lost one person keeps their other three tickets and their seats.

3. 3

   Pick a reason

   Requested by buyer, buyer cannot attend, event cancelled, duplicate purchase, fraudulent, or other. The reason is recorded against the refund, which matters later when you are trying to remember why a night looked odd.

4. 4

   Add a message if it helps

   An optional note to the buyer. Two lines explaining what happened prevents most follow-up emails and most card disputes.

5. 5

   Check the preview, then confirm

   The dialog shows the exact amount before you commit. Confirm, and the money goes back to the original card.

Transfers: the guest does this themselves

A ticket holder signs in, opens My Tickets, opens the ticket, and chooses Transfer or gift this ticket. They enter the new holder name and email. The new holder receives a fresh ticket with a new QR code, and the original code stops working immediately. You do not need to do anything, and neither does support.

• A ticket that has been used, refunded or already transferred cannot be transferred again, and the form says so plainly.
• For reserved seating the seat travels with the ticket, so the new holder gets the same seat.
• The name on a ticket cannot be edited any other way. Transfer is the supported path, and it is safer, because the old code dies.

When to reach for which

• Guest cannot come and has someone to give it to: transfer. They do it themselves in under a minute.
• Guest cannot come and wants their money back: refund, in line with the policy you published on the event.
• You cancelled the event: refund every ticket, and send a message with the reason so people are not left guessing.
• Someone bought twice by accident: refund the duplicate with the duplicate reason.
• A card dispute has been raised: contact support before refunding, so the same money is not returned twice.