How do I refund a fan?

You refund a fan from the order, and they get the ticket price back to the card they paid with. Our service fee isn't refunded on an ordinary refund, so you refund the ticket price and the fan's fee stays with us. If you refund the full amount the fan paid in your Stripe dashboard, you cover our fee out of your own balance.

Who can do this: the owner or an admin. Door staff can't refund.

1. Go to Orders and open the order.
2. Tap Refund order.
3. Choose Refund the whole order, or Refund chosen tickets to keep the rest valid.
4. Optional: add a Note for your records, and choose whether to email the fan a refund receipt.
5. Tap Review refund, check the total, then confirm.

What happens next

• The money comes out of your Stripe balance. If your balance is short, Stripe usually takes it from your next payouts.
• The refunded tickets stop working at the door right away.
• A refunded ticket goes back on sale, unless it was already scanned or the event was cancelled.
• A refund is final. It can't be undone.
• The refund leaves right away. The fan's bank usually shows it within 5 to 10 business days.

When you can't refund

• Free tickets: there's no money to return.
• Cancelled events: once we approve a cancellation, everyone is refunded automatically, so the button is switched off. See Cancel or postpone an event.
• Already refunded: the order shows Refunded or Partially refunded.
• Transferred tickets: a ticket the buyer passed on to someone else can't be refunded. A refund goes back to the card that paid, so it would pay the original buyer and cancel the new holder's ticket. In the refund dialog the ticket is switched off, with the reason on it.

If a fan disputes the charge instead

That is a different path, and you can lose the ticket price plus Stripe's dispute fee. See Chargebacks and disputes.

To refund everyone at once, ask to cancel the event instead. Cancelling is a request we review. Once we approve it, it refunds every ticket, transferred or not, to the card that paid.