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.

PayPal-connected accounts and all Stripe-connected accounts

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
   • Check the box if you want to refund Fees (see important details below)
   • Click the Process Refund button

• Refund amounts will be for the face value of the ticket(s). Any discounts or taxes applied at checkout will be reflected in the refund.
• You have the option to refund fees in addition to the face value of the ticket, but must understand the following:
  • Merchant companies do not refund their credit card processing fees.
  • 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 banking 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 contact support so we can assist you.

NOTE: Stripe and PayPal will first attempt to refund via funds available in your merchant account. If you do not have sufficient funds in the merchant account, funds will be withdrawn from the connected bank account.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, please contact support. We are ready and happy to assist you.

PayPal Express accounts

If you connected to PayPal before 7/4/2023 and have not yet reconnected your PayPal account, you will need to issue refunds via your PayPal control panel (https://www.paypal.com/) and then cancel those orders in your Ticketstripe account so the customer is notified and tickets are canceled. To cancel orders in Ticketstripe, follow these 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 the Options Button
   • Select Cancel Order
   • Select the Tickets you want to Refund
   • Click the Cancel Order button