If you have enabled self-serve cancellations and refunds for your ticket buyers, there might be some rare situations when refunds are not sent automatically. In these situations, your buyer will see the message "Contact event organiser" in self-serve.
What to do when a ticket buyer contacts you about a refund:
Head to 'Orders' and search for their order using their name, email or order ID.
Decide if you want to issue a refund or not.
If you want to issue a refund, do this manually (via Ticket Tailor, using Stripe, PayPal or Square, or via cash).
When can't ticket buyers use self-serve to cancel and refund an order?
When an event is in the past.
When an order only contains products.
When an order contains a product which is not fulfilled via a QR code.
When an order payment is 'Pending'.
When an order has been paid for with a voucher, operator payment or offline payment.
When an order was transferred.
If you've changed your Stripe, Square or PayPal account since the order was placed.
In these scenarios, ticket buyers will need to contact you to cancel their orders.
How payment methods affect self-serve refunds:
In most cases, orders can be refunded via self-serve. In some special cases, orders can't be refunded automatically.
Payment method | Can self-serve refunds be issued to the original payment method? | Can self-serve refunds be issued via a voucher? |
Stripe, PayPal or Square | ✅ | ✅ |
Offline payments | ❌ | ✅ |
Operator payments | ❌ | ❌ |
The order was transferred | ❌ | ❌ |
The whole or part of the order was paid with a voucher (including refund to voucher). | ❌ | ❌ |
Rare situations when an order will be cancelled but a refund isn't issued:
Very rarely, your ticket buyer might request a cancellation and refund, but get an error message that their refund wasn't processed.
This is usually because:
Your Stripe, PayPal or Square account doesn’t have enough funds to issue the refund
If you've had a payout after your buyer placed their order, and your online payment account has a balance lower than the refund amount, you will need to log in to your payment account and top it up, or process the refund for your customer another way.
Your connected Stripe, PayPal or Square accounts have been changed since your buyer made their order.
For example, if an order was made to one Stripe account, but you've changed to a new Stripe account mid-way through an event, the refund won't be able to be sent automatically, as the payment account with your buyers money is no longer linked to Ticket Tailor.
Alternatively, if your account has been disconnected reconnected during the event, any orders placed before it was disconnected won't be refundable via Ticket Tailor - you'll need to process them from your account directly.