Refund a customer's ticket(s)

Refund a customer's ticket(s)

Refund ticket(s) when you need to return money to a customer. The refund process lets you determine whether the refunded ticket(s) will remain valid for use at your event. 

Free tickets cannot be refunded, but instead can be voided.  See here for how to void a ticket.

Understand how refunds impact your customers and your earnings

Please familiarise yourself with the impact of a refund on the customer, and on your event earnings (see below). 

Fee setting on the ticket being refunded

Customer impact of refund

Organizer impact of refund

Fees are 'Passed on' in the ticket settings 
The customer will receive the full transaction amount back minus any EventsPass transaction/provider fees that were passed on.

For example, a $25 transaction where $23 was for the ticket and $2 was EventsPass transaction/provider fees (all passed on to the customer), then a refund will return $23 to the customer.
Organizer earnings will decline by the value of the EventsPass refund processing fee.

This fee varies based on country and will be shown to you before you process a refund.


Fees are not 'Passed on' (absorbed) in the ticket settings 


The customer will receive the full transaction amount back.

For example, a $25 transaction where $23 was for the ticket and $2 was EventsPass transaction/provider fees, then a refund will return $25 to the customer.
Organizer earnings will decline by the value of the EventsPass refund processing fee and the original EventsPass transaction/provider fees (from the original transaction).

The refund processing fee varies based on country and will be shown to you before you process a refund.


Steps to process a refund

To refund a ticket, from your event dashboard, load the ticket sales page and search for the customer's transaction. When you have found the appropriate transaction, click 'Refund'.

Note: If you cannot see a 'Refund' button, then it has not been enabled for your event. In this scenario, please contact the EventsPass team to enable refunds for you.



This will load the ticket refund page. This page is divided into 8 sections (see below). Please read all fields carefully to ensure you are processing the refund as desired.
  1. Payment Details. Shows payment information used for purchase.
  2. Transaction details. Shows the transaction ID and provides a notice on the effect that this refund will have on your overall ticket sales revenue.
  3. Ticket preservation. Enable this setting if you would like the ticket(s)  to remain valid for use at your event after the refund is processed.
  4. Ticket selection. Select the ticket(s) you wish to refund. You may select some or all of the tickets.
  5. Refund Fee. Here, you may specify any dollar amount that you wish to withhold from the refund. This setting is applied for each individual ticket that you intend to refund. Leave this value at zero ('0') if you wish to refund the full amount to the customer.
  6. Refund Summary. Illustrates the amount of money being returned to the customer, based on your current selections.
  7. Internal Note. Leave any internal notes here as a reference about the transaction (e.g. reasons for, dialogue with customer).
  8. Note for the customer. Leave a note here that will be shared with the customer when the refund is processed. For example, if their tickets will no longer be valid, you may opt to include a note about this here.


Once you are satisfied with your chosen setting, click 'Issue Refund' to process the refund. Please wait moment until you see a green success message (below), and your refund will be complete.




What happens after a ticket refund is processed


Your ticket sales dashboard will now reflect the change in Total Earnings, EventsPass fees, and Refunded Tickets.

A confirmation email will be sent to your account email.




And a confirmation email will be sent to the customer's email. If you left a 'note for the customer' when processing the refund, it will appear where the red recentangle is shown below.



Please allow up to five days for the refund to appear in the customer's account.