This article will guide you through the process of a refund. Be aware that although we mention order and ticket cancellation in this article, they are two separate processes: refunds are on your end (you cannot initiate a refund from our system), while cancellation is on our end. To see how to cancel an order, go to Cancel an Order.

Once a customer requests a refund, you should figure out:

  1. The payment method the customer used;
  2. If the customer's ticket is in a multi-ticket order.

Payment Methods

PayPal Refund

You can issue a full or partial refund up to 180 days after you receive a payment as long as its status is "Completed," "Pending," or "Cleared." Refunds cannot be issued through the PayPal mobile app.

For detailed instructions, visit PayPal: How do I issue a full or partial refund?

Stripe Refund

Stripe supports the ability to refund charges made to your account, either in whole or in part. If the original charge underwent currency conversion, the refunded amount is converted back using the same process. 

For detailed instructions, visit Stripe: Refund using the Dashboard.

Offline Refund

If the customer paid through an offline method, you can refund in the same way or any other ways you have agreed upon. 

 

Multi-ticket Order Refund

If a customer's ticket is in a multi-ticket order, you can also do partial order refund. However, if you want to cancel the customer's ticket as well, you will have to cancel this whole order and re-issue tickets to other attendees in the order.

To cancel an order, see Cancel an Order.

To re-issue tickets for other attendees in the order, go to your Event Dashboard, click on Manage - Add Order, select the attendees' ticket types and payment methods, and add their registration information.

 

Charges

EventNook

EventNook charges commission fee only on tickets sold, not on cancelled tickets or refunded tickets. However, tickets cancelled after billing date will be charged as per policies.

You can contact EventNook with regards to waiving off the fees.

PayPal

When you issue a full refund using the Issue a refund link, PayPal credits your full variable transaction fee while the fixed portion of the fee is not refundable. If your customer originally paid using their American Express card, you were not charged a fixed fee and the entire variable transaction fee will not be refunded. When you issue a partial refund, PayPal credits a percentage of the variable transaction fee, based on the amount of the refund.

Tips:

  • If the transaction only allows for a full instead of partial refund, it is likely the buyer used a coupon or gift certificate. When coupons are applied to transactions, full refunds are the only option. If you only want to provide a partial refund for such transaction, you can initiate a new payment on the Send & Request page to send your buyer the refund amount that you have agreed upon.
  • If you have a balance with PayPal or you have money waiting that you have not accepted yet, the refund is paid from it. If you don’t have a balance or money waiting to be accepted, the entire refund will be issued from the primary bank account linked to your PayPal account.
  • You can only issue full refunds on personal payments.

(Information from PayPal website and subject to changes. For full and more updated information, visit PayPal: How do I issue a full or partial refund?)

Stripe

There are no fees to refund a charge using Stripe, but the fees from the original charge are not returned.

(Information from Stripe website and subject to changes. For full and updated information, visit Stripe: refunds.)

Last updated: 12-Sep-2019