Refund a Ticket

Issuing a refund for an entire purchase

Go to Event Dashboard>>Reports>>Ticket Purchases. Search for the transaction you want to refund. 

Select Manage. Next, select Refund/Cancel Tickets.

Enter the amount you would like to refund into the empty fields for each ticket, or select one of the three options below them.

• Balance Less Processing Fee will refund only the amount you advertised for the event (for example, $20), not including any processing fees they paid for that ticket.
• Balance will refund the amount you advertised and the amount of the processing fee.  
• None will not refund any money (choose this only if you are trying to cancel a ticket with no refund). 

Next, choose whether you want to cancel the tickets or not. 

There is an option to include a note on a refund for internal communication purposes.

Issuing a refund for a single ticket or partial purchase

Go to Event Dashboard>>Reports>>Individual Tickets. Search for the ticket you want to refund or cancel. Select Manage. At the bottom of the page, select Start a Refund.

Enter the amount you would like to refund into the empty field, or select one of the three options below it.

• Balance Less Processing Fee will refund only the amount you advertised for the event (for example, $20), not including any processing fees the buyer paid for that ticket.
• Balance will refund the amount you advertised and the portion of the processing fee that represents that ticket. So if you are refunding one of two $20 tickets, the buyer will get $20 plus $1.50 (half of the $3 they paid for the processing fee) back.  
• None will not refund any money (choose this only if you are trying to cancel a ticket with no refund).

There is an option to include a note on a refund for internal communication purposes.

Refund Reserve

This is found under Financial on the Event Dashboard sidebar. It is very important to set up if you expect to process any refunds, and is also required for Referral Refunds. You can find the refund reserve under Financial--->Chargeback/Refund Reserve

There are three ways to fund the reserve: 

• Enter your credit card to add money to the reserve. This may be necessary if all payments have been made to you and there will not be future ticket sales, yet you want to process refunds. This situation might occur if you have to cancel an event.

• Set an additional hold. This will hold back a set amount of money from future transactions until that additional amount is reached.

• Move money to the refund reserve. If you are awaiting the payment of a balance owed, then you can set aside some of that future payment into the refund reserve.

For more information, on adding money to the refund reserve, you can view our help guide here. 

Bulk Refunds

There is currently no way to process bulk refunds on TicketSignup. To refund multiple people or everyone who bought tickets, the fastest way to process refunds is to work off the Ticket Purchases report and click into each purchase to issue its refund. Note that you will need to refund donations and store purchases separately.