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Refund and cancel individual orders

Eventbrite LogoUpdated by Antwonne D

Categories: Managing Orders, During & After Your Event

As the event organiser, you can issue refunds at any time. To issue a refund, find the relevant order in "Orders". Issue the refund from the “Actions” dropdown menu. You should respond to all refund requests within 5 days.

NOTE: If your event uses PayPal for payment processing, you will need to eblink{issue a refund via your PayPal account=>}.

<h2 id="01">1. Go to your Event Dashboard and select &quot;Orders&quot; (under “Manage attendees”).</h2> <p>Go to “Manage events” in your account. Then select your event. If you see a refund request notification on the Event Dashboard, click “View”. Otherwise, go to &quot;Orders&quot; (under “Manage attendees”).</p> <h2 id="02">2. Select &quot;Refund this order&quot; (from &quot;Actions&quot;).</h2> <p>Find the order you want to refund. Then click “Actions” and select “Refund this order”. If the order was free, you can cancel or delete it instead.</p> <ul><li>“Cancel” if you want to send an email to the attendee. This keeps the order in your reports.</li><li>“Delete” if you don&#39;t want the attendee to be notified. This removes the order from your reports.</li></ul> <h2 id="03">3. Select the refund reason.</h2> <p>When you select one of the following reasons, the attendee automatically receives a full refund including Eventbrite&#39;s fees:</p> <ul><li>Canceled or postponed event</li><li>Duplicate charge</li><li>COVID-19</li></ul> <p>For any other reason, the Eventbrite fee will not be refunded.</p> <h2 id="04">4. Select the refund method. ($USD only)</h2> If an attendee requests a refund through Eventbrite, their preferred refund method will be preselected for you. However, if the attendee did not request a refund through Eventbrite, you can choose between: <ul><li>Refund to the original payment method: The attendee will get the refund to the same payment method used to buy the tickets.</li><li>Refund to attendee credit: The attendee will get a credit they can redeem only on future events you host.</li></ul> <p>If you choose to issue an attendee credit, you’ll also need to choose when a credit expires (1 yr, 2 yrs, 3 yrs, or never). Consider the time it might take you to host another event and local laws that may set restrictions on the expiration date.</p> <h2 id="05">5. Choose if you want to refund the service fee.</h2> <p>If you want the attendee to get a full refund, select “Refund the service fee using a payout deduction”. This will cover the fee from your event funds.</p> <h2 id="06">6. Choose the tickets and amount you want to refund. Then, select “Continue”.</h2> <p>If you do not fully refund the ticket, it will still be valid for the event. To cancel a ticket, you must fully refund it. Attendee credits can only be issued as a full refund on an order.</p> <h2 id="07">7. Optional: Add a note to the buyer.</h2> <p>Eventbrite sends an email to the buyer that includes:</p> <ul><li>Event Name</li><li>Order Number</li><li>Refund amount</li><li>Refund method</li><li>How long it will take for the funds to arrive</li></ul> <p>You can also add your own custom messaging.</p> <h2 id="08">8. Select “Issue refund”.</h2> <p>Confirm the refund. Once issued, the funds will return to the attendee’s card within 5-7 business days. Credits will appear in the attendee’s Eventbrite account as soon as you complete the refund. Refunds issued to the original payment method will always go back to the card used for purchase. If the refund goes to a canceled or expired card, the attendee has to talk to their bank or credit card company.<br><br>If your event was already paid out:</p> <ul><li>Refund to the original payment method: You&#39;ll need to eblink{add your debit or credit card to cover the refund=&gt;}.</li><li>Refund to attendee credit: You can issue credits at any time. If there are no funds within your event, you’ll see a eblink{charge applied to your account=&gt;}. ($USD only)</li></ul> <h2 id="09">9. Check your inbox for an email confirmation.</h2> <p>Find more information around issuing refunds on Eventbrite:</p> <ul><li>eblink{Eventbrite&#39;s Organiser Refund Policy Requirements=&gt;}</li><li>eblink{Refund and cancel all orders=&gt;}</li><li>eblink{Set a refund policy=&gt;}</li><li>eblink{Issue refunds as credit to your future events=&gt;}</li><li>eblink{Can I decline a refund request?=&gt;}</li><li>eblink{How to customise and export an orders report=&gt;}</li><li>eblink{How to process refunds with PayPal=&gt;}</li></ul>

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