All topics
HELP

Refunds: one order, or every order after a cancellation

Refund a whole order or some of its tickets, and after a cancellation refund everyone at once.

Step by step

  1. Open the event's “Orders” tab, then the order.
  2. Go to “Refund”. To refund only some tickets, select them in the order's list of tickets.
  3. Choose “Event cancelled or changed” or “Goodwill”. The panel then shows what the buyer gets back.
  4. Press “Refund whole order”, or the button for the selected tickets, then “Confirm refund”.
  5. The refund completes once Stripe confirms it. Until then, the refund history shows it as “INITIATED”.

An order's refund history, at the foot of the order, lists every refund and its state.

Open this screen in the panel

Questions

Does the buyer get the service fee back?
With “Event cancelled or changed”, yes: the refund includes the service fee. With “Goodwill”, the buyer gets the ticket price only. For a cancelled or postponed event, only “Event cancelled or changed” is available.
Where does the refund money come from?
From your Stripe account, where the payment went. If your balance goes below zero, Stripe takes the amount from your next sales or from your bank account.
Can I refund part of an order?
Yes, ticket by ticket. You cannot refund a custom amount.
What happens to refunded tickets?
Once Stripe confirms the refund, the tickets no longer get in: the door scanner shows “Invalid”. Their places go back on sale.
I cancelled my event. Are buyers refunded automatically?
No. After you cancel, the event's “Orders” tab shows “Refund all orders”. It refunds every paid order in full, including the service fee.
Can I refund from my Stripe dashboard instead?
Refund in Strobo. Only a refund made here cancels the tickets and puts their places back on sale.
A refund says “INITIATED”. Should I refund again?
No. It completes once Stripe confirms. A second refund could pay the buyer twice.
Who can make refunds?
An owner or a manager, once the organization's Stripe account is connected.