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Refund and cancel individual orders

As the event organiser, you can issue refunds at any time. To issue a refund, find the relevant order in "Orders". Issue the refund from the “Actions” dropdown menu. You should respond to all refund requests within 5 days.

NOTE: If your event uses PayPal for payment processing, you will need to eblink{issue a refund via your PayPal account=>}.

1. Go to your Event Dashboard and select "Orders" (under “Manage attendees”).

Go to “eblink{Manage events=> target=_blank}” in your account. Then select your event. If you see a refund request notification on the Event Dashboard, click “View”. Otherwise, go to "Orders" (under “Manage attendees”).

2. Select "Refund this order" (from "Actions").

Find the order you want to refund. Then click the “Actions” dropdown and select “Refund this order”. If the order was free, you can cancel or delete it instead. • Choose “Cancel” if you want to send an email to the attendee. This keeps the order in your reports. • Choose “Delete” if you don't want the attendee to be notified. This removes the order from your reports.

3. Select the refund reason and choose if you want to refund the service fee.

When you select one of the following reasons, the attendee automatically receives a full refund including Eventbrite's fees: • Canceled or postponed event • Duplicate charge • COVID-19 For any other reason, the Eventbrite fee will not be refunded. If you want the attendee to receive a full refund, select “Refund the service fee using a payout deduction”. This will cover the fee from your event funds.

4. Choose the tickets and amount you want to refund. Then, select “Continue”.

If you do not fully refund the ticket, it will still be valid for the event. To cancel a ticket, you must fully refund it.

5. Optional: Add a note to the buyer.

The automated refund confirmation email will include: • Event Name • Order Number • Refund amount • How long it will take for the funds to arrive You can add your own custom messaging too.

6. Select "Issue refund".

Confirm the issue of the refund. After issued, the funds will return to the attendee’s card within 5-7 business days. Refunds always go back to the original card used for purchase. If the refund goes to a canceled or expired card, the attendee has to talk to their bank or credit card company. If your event was already paid out, you'll need to eblink{add your debit or credit card to cover the refund=>}.

7. Check your email inbox for an email confirmation.

Find more information around issuing refunds on Eventbrite: • eblink{Eventbrite's Organiser Refund Policy Requirements=>} • eblink{Refund and cancel all orders=>} • eblink{Set a refund policy=>} • eblink{Can I decline a refund request?=>} • eblink{How to customise and export an orders report=>} • eblink{How to process refunds with PayPal=>}

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