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.
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👟Walk Through
On your OTS Dashboard, click on 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. I find it easiest to search by email and then sort the results by order date.
Next, scroll down and click on the Actions tab next to the order. Select Manage Order.
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.
🚀 Best Practices for Ticket Refunds
📜 Set Clear Policies – Define refund rules upfront (e.g., deadline for refund requests).
💻 Process Refunds Promptly – Use the On The Stage platform for quick, accurate refunds.
📢 Communicate Clearly – Inform customers about refund timelines and conditions.
🔄 Offer Alternatives – Suggest exchanges or a comp ticket toward future events instead of refunds.
📊 Track Refund Requests – Monitor trends to improve event planning and policies.
Handling refunds smoothly ensures a positive experience, builds trust, and encourages future ticket purchases! 🚀