There may be a few reasons why you might need to refund a ticket:
An event was cancelled
A patron bought too many tickets (luckily you can do a Partial Refund so you don't have to refund the whole order!)
A patron can no longer attend an event
Issuing refunds or exchanges is a choice your organization gets to make. Issuing refunds and exchanges is optional and at your discretion.
OTS cannot process these for you.
👟Walk Through
On your OTS Dashboard, click on All Orders tab on the dashboard.
You can enter the First Name, Last Name, Confirmation ID or Patron Email to search for the order. You do not need to add all of those criteria to search.
Next, scroll down and click on the Actions tab next to the order. Select Manage.
Scroll down to the bottom and click on the Refund option below.
Remember you can also Transfer tickets, Exchange tickets, issue a Partial Refund, or Convert tickets to a donation here as well!
Next, read the Please be Advised message and click Yes to refund the entire order.
The order has been refunded!
🎓 Recap: Refunding a Ticket
Refunds help maintain customer satisfaction but should be handled efficiently and fairly. On The Stage allows event organizers to process refunds easily, with funds returning to the original payment method within 5–10 business days. Organizers can refund full or partial amounts but should consider clear refund policies to manage expectations.