Knowledge Base

Refund Minus Fees 

A Refund Minus Fees allows you to refund the ticket value while retaining the applicable booking or payment processing fees, where supported.

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.

Step 3: Processing the Refund Minus Fees

1. With the booking open, click the red "Refund Minus Fees" button at the top of the page. It is shown when booking/payment fees were charged to the customer, or when the event is cancelled.

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

3. The ticket value is returned to the customer's original payment method, excluding the booking fee and card (payment processing) fee. The customer is emailed.

Tips:

• Refunds cannot be reversed once they have been processed.
• Always review the refund amount before confirming the transaction.
• Any applicable booking or payment processing fees retained will depend on your payment configuration.
• Contact the support team if you require assistance before processing a refund.