TicketSpice makes it easy to issue full or partial refunds while keeping the original order and tickets intact. This is helpful when you want to issue a refund but still allow the attendee to come to your event, or if you need to make an adjustment without affecting the attendee’s order. This is also a great way to issue a refund if you have already canceled the order but selected not to refund the ticket buyer initially. In this article, we’ll walk you through how to refund part or all of a payment without canceling the order.
Warning: Once an order has been refunded, this action cannot be reversed. This article walks through how to issue a full or partial refund without canceling the order.
If you need to cancel the order and issue a refund, click here to learn how to do this.
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Issue a Refund Without Canceling the Order
Pro Tip: You can easily filter your event's transactions by status, type, page, and date. This allows you to quickly narrow down your transactions and find the information you need. You can also use the search bar to locate a specific transaction.
From the top menu bar, hover over the Reports tab
Select Transactions from the dropdown
Search for the ticket buyer's billing name or billing email in the search box
Click the eye icon on the transaction you'd like to refund
Click Refund Transaction on the right-hand side
Select if you want to issue a coupon for future use, issue a partial refund, or issue a full refund
Add an administrative note if desired
Select the checkbox indicating that you understanding that refunding a transaction cannot be undone
Click Refund
Note: If you choose to submit the refund by issuing a coupon code, the ticket buyer will be emailed a code that can be redeemed on any of your live pages.
Pro Tip: If you submit a partial refund, the maximum refund you can process is the original transaction amount minus the TicketSpice and payment processing fees.
For example, if you sold a $30 ticket through TicketSpice and this transaction processed through Webconnex Payments, the maximum partial refund you can process is $27.84. The remaining $2.16 is set aside for your TicketSpice and payment processing fees.
Note: Partial refunds can only be issued after a transaction has settled. If the transaction has not settled, the option to submit a partial refund will not be available.
If you need to issue a partial refund and the transaction hasn’t settled yet, we recommend waiting until it settles before submitting the refund.
FAQs
When I issue refunds, do I still pay the TicketSpice fee?
When I issue refunds, do I still pay the TicketSpice fee?
If you are using Webconnex Payments, we refund the TicketSpice and payment processing fees if you issue a full refund. If you process a partial refund, the TicketSpice and processing fees are not returned.
If you’re using a custom payment processor, TicketSpice fees are typically non-refundable. The only exception is if both the original order and the refund are processed within the same billing cycle. In this case, TicketSpice fees will not be charged for this order.
I issued a refund as a coupon code, but the ticket buyer told me they never received the email. Can I resend the email to the ticket buyer?
I issued a refund as a coupon code, but the ticket buyer told me they never received the email. Can I resend the email to the ticket buyer?
There is no way to resend the original email that contains the coupon code information, but you can find the coupon code and manually send this code to the ticket buyer. Here is how to locate the coupon code.
From the top menu bar, hover over the Reports tab
Select Global Coupons from the dropdown
Search for the billing email associated with the order
Under the Code column, copy the code, and send this code to your attendee
I canceled an order without issuing a refund at the time, but now I need to refund the ticket buyer. How can I process a refund for an order that’s already been canceled?
I canceled an order without issuing a refund at the time, but now I need to refund the ticket buyer. How can I process a refund for an order that’s already been canceled?
To issue a refund after the order has been canceled, we recommend processing the refund through the Transactions screen. Click here to learn how to do this.