Refund an order

Part 1Refund a card order in Stripe

Ticket money goes straight into your own Stripe account, so refunds come from there too. There is no refund button in Ticket-Worx.

1. 1Click Orders in the dashboard sidebar and find the order.
2. 2Copy the order number.
3. 3Sign in to your Stripe dashboard.
4. 4Search Stripe for the order number. Each payment is described with your event name followed by the order number.
5. 5Open the payment.
6. 6Choose to refund it in Stripe.
7. 7Refund the full amount, or type a smaller amount for a partial refund.
8. 8Confirm the refund in Stripe.

Stripe sends the money back to the buyer's card. It usually takes several business days to show on their statement.

Part 2Check what Ticket-Worx did

Stripe tells Ticket-Worx about the refund, usually within a minute. You do not need to change anything by hand.

1. 1Go back to the Orders page and search for the order.
2. 2Check the Status. A full refund shows REFUNDED. Anything less shows PARTIALLY REFUNDED.
3. 3Click the order number. The Receipt shows a red Refunded line under Total paid.
4. 4Know that a full refund voids every unused ticket on the order. At the door the scanner says "This ticket was refunded."
5. 5Know that a partial refund leaves every ticket valid, because Ticket-Worx cannot tell which tickets the money was for.

Refunding an upgrade payment does not move the tickets back to the cheaper ticket type. A refund also does not put tickets or seats back on sale.

Part 3Understand which fees come back

1. 1Expect Stripe to keep its card processing fee on the original payment. A refund does not return it to you.
2. 2Expect the Ticket-Worx fee to stay with Ticket-Worx. It is earned when the ticket is sold.
3. 3Choose to refund the application fee in Stripe if you want the Ticket-Worx fee returned on that order. It is only returned when you make that choice in Stripe.
4. 4Check the full cost in Reports under Revenue, fees and payouts, on the lines Refunded to buyers and Payout after refunds.

Your agreement with Ticket-Worx makes refunds, chargebacks and disputes your responsibility. Publish a clear refund policy in your terms so buyers know what to expect.

Part 4Refund a cash sale from the box office

Cash never went through Stripe, so there is nothing to refund online and Ticket-Worx has no cash refund button.

1. 1Hand the cash back to the buyer in person.
2. 2Take the printed ticket back from the buyer. The order stays PAID in Ticket-Worx and the ticket will still scan.
3. 3Tell your door staff if you could not collect the ticket.
4. 4Note the refund in your own cash count. The box office takings table will still include the sale.

The Ticket-Worx fee on a cash sale is still billed to you after you hand the money back.

Tips

• Refund in full when a buyer is not coming. Only a full refund stops the tickets from scanning.
• For a cancelled event, refund each paid order in Stripe. Ticket-Worx does not refund a whole event in one step.
• Refunds appear in reports against the date of the original order, not the date you made the refund.

If something goes wrong