Managing ticket refunds and cancellations is an essential aspect of event organization.

In this guide, we'll show you how to handle ticket refunds and cancellations with Evey. You can cancel and refund tickets directly through Evey (recommended) or use Shopify and configure Evey for automatic cancellation of refunded tickets.

1. Go to the attendee listing page and locate the attendee you wish to cancel by tapping their name.

2. You'll be redirected to the attendee detail page. Scroll down to the bottom and locate the "Cancel Ticket" button.

Note: There's also an option to permanently delete the ticket from the cancel ticket dropdown. However, we advise against deleting tickets unless absolutely necessary as it is irreversible.
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3. Upon clicking the "Cancel Ticket" button, a popup will appear with a checkbox to "Refund the customer." Check the box if a refund is required. You can also provide a note and select other refund options.

4. To finalize the cancellation and refund, click the "Yes, cancel ticket and refund" button.

The ticket will now be canceled, and the corresponding order will be refunded in Shopify. In case the order contains multiple tickets, a partial refund will be issued.
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To enable automatic cancellation of tickets in Evey when an order is refunded in Shopify, follow these steps:

1. From the main events list page, navigate to "Settings."

2. Within the settings menu, locate and select "Order Settings."

3. In the "Order Settings" section, you will find an option that allows Evey to automatically cancel tickets when an order is refunded.

Note: Enabling this option will result in the cancellation of all tickets associated with the refunded order, not just individual tickets.
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Q: Is it possible to refund tickets in bulk through Evey?

A: Unfortunately, Evey does not currently offer a bulk refund option. You may contact Shopify to see if they have a bulk refund option.
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Q: I followed the instructions but didn't see the refund option. What should I do?

A: Please double-check if the tickets were purchased online. They would not have the refund option if the tickets were manually issued. To distinguish between online and manually issued tickets, look for "Purchased on order #XXXX" on the attendee list page.
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Q: Can Vendor accounts process refunds for me?

A: Yes, Vendor accounts can refund tickets depending on the permissions granted to them. They will need "View attendees" and "Edit attendees" permissions to do so.
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Let us know if you have questions or need help with this setting! Our team is always happy to help.