How do I refund an order and/or cancel a ticket?

1. Refund Online Orders (paid via credit card)

you can make refunds yourself by going into your event and clicking into Orders / Refunds >> Orders, locating the order which you want to refund then selecting 'Refund/Cancel Ticket' in the 'Actions' dropdown menu on the right hand side.

  1. Go to "My Events" from the top menu bar and click into the event ;
  2. From the left menu, click “Orders/Refunds >> Orders”;
  3. Locate the order you wish to issue a refund for (you can filter through different dates, search for their name, Order ID etc.);
  4. Click into the order and then click the "Refund / Cancel Orders" button at the bottom.
When refunding an order, depending on whether you are issuing a partial or full refund, you can choose to cancel and restock the ticket(s) you are refunding for by ticking the boxes in front of the attendees - this will then remove the refunded tickets from the attendee's list for you.

2. Refund Invoiced Orders (if you have enabled Humanitix Invoicing as an alternative payment gateway)

This is only to refund on paper (i.e. our platform is only helping you document the sales generated from invoicing but the actual transaction happens when you receive the funds transferred from your patrons). Therefore, since the payments are collected from your end, you will have to manually process the refunds as well.

For invoiced orders, you will have to mark the invoice as paid first before you can refund the order:

  1. Go to "My Events" from the top menu bar and click into the event;
  2. From the left menu, click "Orders / Refunds >> Invoices";
  3. Locate the order and click "Actions >> Mark as Paid", you will see the invoice status change from "Requires Payment" to "Paid";
  4. Click into the order and then click the "Refund / Cancel Orders" button at the bottom.


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