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

  1. In the Orders section of your dashboard, use the search box under Ticket orders or the Event drop-down menu to find the event or individual attendee’s name. 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. Click the 'Cancel order' button. 

  3. Enter the reason for the order cancellation in the box provided, and click the 'Cancel this order' button. 💡 NOTE: Your ticket buyer will see the cancellation reason on their automated email.

  4. The customer will be sent a cancellation email to notify them that their ticket is no longer valid.

Things to note:

  • 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.

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