This help article will show you how to cancel, or refund an entire order for one of your Ticket Tailor events.
You can also cancel and refund individual tickets within an order, or cancel tickets in bulk.
💡 Are you a ticket buyer? You need to contact the organiser for a refund.
How to cancel an entire order
In the ‘Orders’ section of your dashboard, use the search box or the filters to find the individual order you want to cancel.
You can search by name, email, transaction ID or ticket code to make finding the order easier.
When you’ve found the order you want to cancel, click anywhere in that row to open a pop-up showing the order details.
Click the 'Cancel order' button.
Enter the reason for the order cancellation in the box provided. Your ticket buyer will see the cancellation reason on their automated email.
If you are not issuing a refund, make sure to select 'No refund' from the dropdown menu, and click 'Cancel this order'.
How to refund an order
Cancelling an order does not automatically refund the customer’s payment.
To issue a refund, select the type of refund you want to issue from the dropdown menu under the heading 'Would you like to issue a refund?'.
You can 'refund an entire order payment' (with the option to retain fees).
You can 'refund a percentage' of the order total, by adding the percentage amount into the box that appears when you choose this option.
You can choose 'refund a specific amount' to manually type the refund amount you want to send to your customer.
Then, select how you want to issue the refund from the second dropdown, which shows the types of refunds you can issue to your customers.
Click the 'Cancel this order' button. Your customer will be sent a cancellation email to notify them that their ticket is no longer valid and that a refund has been issued.
Types of refunds you can issue to your customers
If you're using Stripe, Square or PayPal as your payment processor, you'll see options to 'Refund via Stripe/Square/PayPal'. Choose this to refund the payment to the customer's original payment method.
You can choose to refund all of the payment, or a partial amount to your customer.
If you're using 'Offline payments', you'll need to issue the refund from your bank or payment processor (not from Ticket Tailor) if you want to refund to the original payment method.
If you want your dashboard to reflect this, mark the order as 'Record refund outside of Ticket Tailor'.
You'll also see the option to refund via voucher. This will issue your customer a voucher that they can use to make another order in your box office.
If your customer paid for their order, or part of their order, with a voucher, their payment can only be refunded as a voucher.
💡 Things to note
Cancelling a ticket will not refund any spent credits or PAYG fees to your box office balance.
Refunds made through Ticket Tailor will automatically update your revenue reporting. If you process a refund directly in Stripe, PayPal or Square (outside of Ticket Tailor), it won't update your tickets, orders or revenue in your dashboard.
You can let your customers cancel and refund their own tickets by setting up self-serve.
You can opt out of sending an automatic cancellation email to your customers by unticking the box called 'Send cancellation email to customer'. However, this is not recommended, as customers usually appreciate being kept in the loop about any changes to their orders.