This tutorial will show you how to cancel, or refund an order for one of your Ticket Tailor events. 

  1. In the ‘Orders’ section of your dashboard, use the search box or the ‘Event’ drop-down menu to find an event or individual attendee’s order.
    You can search by name, email, transaction ID or ticket code to make finding the order easier.

  2. When you’ve found the order you want to cancel, click anywhere in that row to open a pop-up showing all the order details. Then, click the 'Cancel order' button.

  3. Enter the reason for the order cancellation in the box provided.

💡 NOTE: Your ticket buyer will see the cancellation reason on their automated email.

For paid orders (orders that are not free):

  1. Select your appropriate refund action using the dropdown.

    Cancelling an order does not automatically refund the customer’s payment. If you are using Stripe or PayPal as your payment processor you will see a checkbox marked “Refund the order payment”.

    If you are using Offline payments, or wish to issue a partial refund, you will need to issue the refund from your bank or payment processor.

    You will also see the option to refund via voucher.

2. Click the 'Cancel this order' button. Your customer will be sent a cancellation email to notify them that their ticket is no longer valid.

💡If you are using PayPal and do not see the option to refund from your orders dashboard, you are using our old PayPal connection and will need to issue any refunds from your PayPal account.

❓ Cancelling a ticket will not refund any spent credits or PAYG fees to your box office balance.

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