How Can We Help?

Refunding tickets

If your event was canceled or you need to refund tickets to a buyer for any other reason, follow the instructions below to process refunds within Ticketstripe.

You, the Organizer, are in complete control over your funds. Ticketstripe does not process or manage your ticket sale proceeds. All funds from your ticket sales and donations are processed via your merchant (Stripe or PayPal) and deposited into the bank account you set up with the respective merchant account.

You can issue refunds via your Ticketstripe control panel with the following steps:

  1. Log into Ticketstripe and click on your Event
  2. Click on Orders
  3. Search for the Order you want to refund and click on it
    • Click Options
    • Select Process Refunds
    • Select the Tickets you want to Refund
    • Click the Process Refund button
  • If you passed on fees, you will have the option to refund fees in addition to the face value of the ticket, but you must understand the following:
    • Payment processors do not refund their credit card processing fees most of the time.
    • If you choose to refund fees paid by the customer, you will not recover payment processing fees associated with the original transaction. This is a standard practice and beyond our control.
    • Ticketstripe will refund all service fees.
  • The Ticket Buyer will receive an email notification of the refunded ticket. According to Stripe, refunds post within 5 – 10 days.

If you need to issue bulk refunds for large events, please get in touch with support so we can assist you.

NOTE: Stripe and PayPal will first attempt to refund via funds available in your account with them. If you do not have sufficient funds in your merchant account, funds will be withdrawn from the connected bank account.

Merchant companies do not refund their credit card processing fees. If you choose to refund fees in addition to the ticket price, you will need to have enough funds to cover the difference.

If you have any questions about refunds, don’t hesitate to get in touch with support. We are ready and happy to assist you.