I am running an event
Need help now?
Getting started with Humanitix
Quick start guide
Updating Your Bank Account
Creating a recurring schedule for your event
COVID-19 - What are my options (as an event organiser)?
Galas & Awards
Conferences & Expos
Music Festivals & Events
How to set up an event with multiple sessions or across multiple dates
Quick start guide for School Organisers
Guide for organisers of post-iso events
Socially distanced seating maps
Frequently Asked Questions
How to set up notifications?
When will my event be paid out?
Why did I get a message "This event is yet to launch"?
How do I unpublish an event?
Something doesn't work? Try these tips!
Swapping a ticket to a new event or date
My attendees can't find their tickets. What can I do?
How do I collect information from my attendees?
Who pays the fees (passing on or absorbing)?
Why have my ticket sales ended?
Why is my event/ticket sold out?
How do I create a bundle deal?
When will my tickets go on sale?
Where do I set up the not-for-profit rate?
How do I issue complimentary/free tickets?
What about GST?
Creating and Using Templates
Collecting data and additional information from your attendees
Privacy - Public vs Private Event
Managing VIPs coming to your event
Set up earlybird tickets and waterfall pricing
How can I change the number of tickets people can buy?
Customising your event/ticket design
Ticket Resale & Risk-Free Name Changes
Custom ticket date, time and location
Manage Session Capacities
How to hide the mobile question?
Customising the order confirmation email
Payouts and Payment Options
Why has my event not been paid out yet?
Setting up "Paid by invoice" as an alternative payment option
Adding a GL Code to your payout
Where is the payout receipt/statement?
How to connect Stripe?
How to partially pass on or absorb fees?
Donations & DGR (Tax Deductible) Receipts
Can I delete my events?
What are "pending tickets"?
How to make your event accessible?
How do I duplicate/copy my event?
How do I change my event URL?
Invite & Promote
Manage your online event content using Virtual Event Hub
Introducing: Promotional Hub
How can I showcase all of my events?
Using the Affiliate Tracking Link
Adding 3rd party embeds to event pages
How do I communicate my event's impact?
Hidden Tickets & Access Codes
Manage Orders & Attendees
I need to cancel and/or refund a ticket
I need to cancel my event
Removing someone from the attendee/guest list
Send calendar invites with your webinar links
How do I add offline/manual ticket sales to Humanitix (such as cash sales)?
I need to postpone my event
Can I delete my orders?
Resending/Downloading tax invoice of ticket purchase
Allow attendees to refund and cancel their own tickets
Uploading a guest list / multiple attendees
Changing buyer details on the tax invoice (for online orders only)
How do I access all attendee information?
Checking In My Attendees
Apps & Integrations
Setting up more integrations?
Using the Humanitix App
Deprecated API V1 Documentation
Analysing Your Events' Traffic and MORE...
How to sell tickets on your own website?
Setting Up Facebook Integration
How to run a digital event on Humanitix: Reach a global audience without needing a venue
Adding LinkedIn insight tags to your Google Tag Manager
Navigating permissions and giving access to your team
I have been shared full access permission from my colleague, but I can't see the event from my list of events?
On the Day
NSW Discover Vouchers FAQ
I am a ticket holder/purchaser
Where is my ticket?
I am no longer attending my event. How can I request a refund?
I want to edit my order details (i.e. names on tickets)
I've got a question about the event I'm attending
I don't have a printed ticket and my phone lost/forgotten/dead!
Is my Ticket Purchase secure?
Can I buy tickets from a 3rd party and not on Humanitix?
How to get a tax invoice for your order
COVID-19 update for ticket buyers/holders
Why are my tickets cancelled?
I want to change my booking (to a different time/location/session)
What happens if I accidentally lose/change/delete my ticket?
Was my purchase successful?
Updated by James Humpherson
What are my options?
Cancelling and refunding orders in Humanitix is very flexible 💪
Within each order we give you full control over which tickets can be cancelled and what amounts are refunded 🤯 Orders and tickets can be:
A. Cancelled and not refunded
B. Refunded and not cancelled
C. Cancelled and refunded
D. Partially refunded
How do I cancel tickets and/or process refunds?
1. Locate the order
- Head to Reports > Orders from the top menu bar;
- Search for the order using the Order ID, Name or Email Address and click Get report
- Once the order you are looking for appears, click the Order ID, which will take you to the Order Details page;
- Click the Refund / Cancel tickets button at the bottom.
Note: you can also find orders via the Orders / Refunds > Orders page of any event
2. Cancel a ticket
To ensure a ticket is cancelled and restocked simply click the checkbox next to each ticket.
Unselected tickets will not be cancelled.
To cancel all tickets in an order click cancel all tickets.
Cancelled tickets will be removed from the Attendees report.
3. Refund a ticket
When a ticket is selected to be cancelled the net ticket sale price auto-populates in the total refund amount field.
You can manually enter / amend the refund amount in this field.
You can also amend the total refund amount to provide a partial refund on an order/ticket.
You can cancel and refund a ticket/order in the same action - just ensure all tickets to be cancelled are selected and the total refund amount is correct.
4. Refund a donation
If you wish to refund the amount collected via the donation field for your event, the process is slightly different.
You will notice there is a separate field for "Donation" after clicking refund / cancel tickets. To refund the donation component, simply subtract the donation amount from the total amount and put it in this field.
Process a refund for invoiced orders
(if you have enabled Invoicing as an alternative gateway)
For invoiced orders, you will have to mark the invoice as paid first before you can refund the order:
- Go to Reports > Paid by invoice from the top menu bar;
- Locate the order and click Actions > Mark as paid you will see the invoice status change from "Requires Payment" to "Paid";
- Click into the order and then click the Refund / cancel tickets button at the bottom.
Why can't I see the "Refund / Cancel Tickets" button?
That's because you are looking at an invoice order that requires payment.
To cancel this invoice, simply click Actions > Remove invoice