Knowledge Base

A Full Refund means the total amount of the booking is refunded to the customer, including the Booking Fee and Credit Card Fees.

When a Full Refund is issued, the organiser will incur charges for the booking fee and credit card fees on each refunded booking. 

To process a Full Refund, follow these steps:

Step 1: Access Event Management

1. Log in to your account.
2. Once logged in, navigate to "Manage Events" and select "Current Events."

Step 2: Finding the Booking

1. Click on the blue "Orders" button for the specific event you wish to process refunds for.
2. Use the search field to locate the customer's booking by searching for their name, email address, or booking ID.
3. Once found, click on the customer’s name, which will be highlighted in blue, to open their booking details.

To process a Full Refund, follow these steps:

Step 3: Processing the Full Refund

1. With the booking open, click the red "Full Refund" button at the top of the page.

2. Select a Reason for the refund (add a note if you choose "Other") and click "Confirm Refund".

3. The customer's entire purchase amount, including the ticket price, booking fee and payment processing fee, is refunded to their original payment method, and the customer is emailed. (An SMS ticket delivery fee is not refunded.)

Note: Refunds for 123 Collect bookings can only be processed until 48 hours after the event ends, and not once the event has been paid out.

Tips:

• Before processing a full refund, double-check the customer's details to ensure accuracy. If you have trouble locating a booking or processing the refund, reach out to the support team for assistance.

• It’s important to maintain a record of refunds for accurate financial management of your event.