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How to refund an order

It's easy to issue a full or partial refund to your attendees from the Manage page of your event, up to 4 days after the end of your event (payouts start processing 4-5 days after the event ends.) The Eventbrite fees are eblink{nonrefundable=>https://www.eventbrite.ie/support/articleredirect?anum=41547}. Also, If you're issuing refunds to be able to eblink{cancel your event=>https://www.eventbrite.ie/support/articleredirect?anum=5217}, you must issue individual refunds as there is no bulk refund option.

TIP: We expect organisers to respond to eligible refund requests within 5 days of receiving them, and we may eblink{refund orders on behalf of organisers=>https://www.eventbrite.ie/support/articleredirect?anum=8480} if eligible requests aren't honored or declined within 7 days.

PRO TIP: If you’re using PayPal to process payments, PayPal's processing fee may not be refunded and eblink{part of this refund process will be completed on PayPal's website=>https://www.paypal.com/selfhelp/article/FAQ780/1}.

NOTE: If you've already received your final payout or your event receives eblink{scheduled payouts=>https://www.eventbrite.ie/support/articleredirect?anum=39028}, you may be able to eblink{issue full refunds by adding a debit or credit card as backup payment method=>https://www.eventbrite.ie/support/articleredirect?anum=31560}. If you’re unable to add a backup payment method, eblink{send us an email=>https://www.eventbrite.ie/support/contact-us} so we can reply with a few different options for issuing refunds to attendees.

1. Review the refund request from your attendee(s).

When an attendee submits a refund request through their Eventbrite account, you’ll automatically receive an email from us with their message and order details. Attendees can also request refunds by contacting you through your event listing or the order confirmation email they received after registering. If a request came directly from the attendee, you won't receive this email from us, and you can skip ahead to Step 3 to start the refund process.

TIP: Refund request emails are sent to your Eventbrite account email address, but you can also view refund requests from your event’s Manage page (see Step 2 to see how).

PRO TIP: Didn't receive a refund notification email, or need to issue a refund outside of your eblink{refund policy=>https://www.eventbrite.ie/support/articleredirect?anum=37687}? Go to your event's Manage page, select Orders, and eblink{follow these steps=>https://www.eventbrite.ie/support/articles/en_US/How_To/how-to-refund-an-order?lg=en_IE#3}.

2. Go to your Event Dashboard and select "Orders" (under Manage Attendees).

The notification banner is located at the top of your Event Dashboard, and the View link is located on the right side of the banner.
The notification banner is located at the top of your Event Dashboard, and the View link is located on the right side of the banner.

After you eblink{log in=>https://www.eventbrite.ie/login target=_blank}, find your event on the Manage Events page, then select “Manage” to go to your Event Dashboard. You can click "Orders" (under Manage Attendees) to view orders in your Orders report. You may also see a notification on the Event Dashboard letting you know that you have a pending refund request(s).

3. Use "Refund this Order" from Actions.

The top Actions menu is located to the right of the order-level information. Refund this Order is the second actionable option in the drop-down menu, and is the start of the refund process.
The top Actions menu is located to the right of the order-level information. Refund this Order is the second actionable option in the drop-down menu, and is the start of the refund process.

Select “Refund this Order” from the top “Actions” menu. If you’re refunding multiple orders, you’ll want to repeat this step for each individual order (there’s no way to refund orders in bulk). If you're using eblink{PayPal=>https://www.eventbrite.ie/support/articleredirect?anum=3461} to process payments, click "Initiate refund" to be redirected to PayPal where you'll complete the refund.

TIP: If the attendee's order was free (no cost or price charged at registration), you'll need to eblink{cancel or delete the free order=>https://www.eventbrite.ie/support/articleredirect?anum=3874} instead.

PRO TIP: If the attendee's order was completed using offline payment method, you'll see options to either Refund this Order or Delete this Order. Deleted orders still show under Orders on your Manage page, with the Order Type set to "All Orders", but attendee information is removed.

4. Choose a full or partial refund.

Select the Quantity and the total amount for the refund will automatically appear in the Refund Amount and Total Refund fields. Edit the Refund Amount field to issue a partial refund and/or click Continue to review and issue the refund.
Select the Quantity and the total amount for the refund will automatically appear in the Refund Amount and Total Refund fields. Edit the Refund Amount field to issue a partial refund and/or click Continue to review and issue the refund.

You can choose which attendees to refund (some or all) as well as whether to issue a full refund (the default) or a partial refund by adjusting the amount under“Refund Amount.” If you’re using Eventbrite Payment Processing, you can issue a refund 1-4 days after the order is placed.

EXAMPLE: Leah issues a partial refund for an attendee that forgot to enter a discount code during registration. She sets the quantity to ‘0’ and enters the amount she wants to refund the attendee. When she completes the refund, the attendee still has a ticket to her event.

TIP: Partially refunded attendees/orders remain visible within your attendee list as well as your eblink{Attendee Summary report=>https://www.eventbrite.ie/support/articleredirect?anum=3505}. In order to remove an attendee/order from your event, you'll want to issue a full, not partial, refund for their registration.

PRO TIP: If you're using eblink{Eventbrite's Reserved Seating=>https://www.eventbrite.ie/support/articleredirect?anum=3212}, be careful with partial refunds: these won't make a seat available for another attendee.

5. Add a note to the attendee.

When issuing a partial refund, be sure to let the attendee know why. The Note to Buyer field appears below the refund information. Click to type and expand the field by dragging the bottom-right corner of the text box.
When issuing a partial refund, be sure to let the attendee know why. The Note to Buyer field appears below the refund information. Click to type and expand the field by dragging the bottom-right corner of the text box.

A message in the "Note to Buyer" text field will appear in the email the attendee automatically receives when the order is refunded. We especially recommend including a note if the attendee didn't reach out to request the refund to explain why you're issuing a refund.

6. Click "Issue Refund" to finish or "Cancel" to restart.

When you click “Issue Refund,” you’ll see a success message letting you know the refund has been issued. All Eventbrite fees on the order are returned, and the refund will be credited to the attendee’s bank account or card used for purchase within 5-7 business days, depending on their bank.

TIP: When you refund orders with our eblink{Eventbrite Organiser app=>https://www.eventbrite.ie/support/articleredirect?anum=5784}, you can choose to email the attendee a refund receipt.

PRO TIP: You can click the order number to go back to your Orders report, where you’ll see the order is now marked as “Refunded/Cancelled.”

NOTE: If the attendee's card used for purchase has been cancelled or is now expired, the bank or credit card company will normally reroute the credit amount issued to the current account or card for use.

7. You and your attendee will receive an email notification from Eventbrite.

An email will be sent to the attendee and organiser with information on the refund issued.
An email will be sent to the attendee and organiser with information on the refund issued.

When you issue a refund, your attendee will automatically receive an email notification that they've received a refund. You’ll also receive a copy of this email.

8. See refunds in reporting.

Refunded/Cancelled orders will still display in your Orders report. However, the attendee will not appear in your Attendee Summary or Attendee List.
Refunded/Cancelled orders will still display in your Orders report. However, the attendee will not appear in your Attendee Summary or Attendee List.

The eblink{Orders report=>https://www.eventbrite.ie/support/articleredirect?anum=6549} and eblink{Attendee Summary=>https://www.eventbrite.ie/support/articleredirect?anum=3505} for your event will be automatically updated. Your fully refunded attendees/orders will be viewable in the "Refunded/Cancelled" orders list on the Orders report, while any partially refunded attendees/orders remain associated with "All Completed Orders." Both will show the fee breakdown.

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