Betaling og ordrer
Refund an order on your event
Promoters and venue box offices refund an order when a buyer cannot come, a show changes or a buyer ordered by mistake. You return the face value of the order to the card the buyer paid with, after you enter a code Ticket Fairy emails you to confirm it is you. The buyer's tickets and your sales reports both update to match.
Return the face value of a paid order to the buyer's card from the Orders page, confirm it with the authorisation code Ticket Fairy emails you, and see what changes for the buyer, the tickets and your reports.
- Til
- Returning a buyer's money for an order they no longer want
- Tager
- 6 minutter
Før du går i gang
- You're the owner of the event. Admins, promoters and stats logins do not see the refund option, and Ticket Fairy support can refund for you.
- You have asked Ticket Fairy to turn on dashboard refunds for the event. Without that, the refund option does not appear, which is the most common reason it is missing.
- You can open the email account you sign in with, because the six-digit authorisation code is sent there.
- You know the event's funds have not been paid out yet. Refunds from the dashboard stop once the event has been paid.
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Open the order's menu and select Refund
Open your event, select Orders, find the order on the Paid tab, then open its row menu and select Refund. The search box takes the buyer's name, email or order number when the list is long.
Bemærk: The row menu is part of the wide table, so refund from a laptop rather than a phone. A phone lists the orders as cards and opens the order itself, where there is no refund option.
Event, Orders, row menu.
Orders the Refund option covers
The option appears on a Paid order with an amount above zero, paid by card through your own connected payment account, where every ticket is still valid and none is a table booking. One ticket already checked in, resold, transferred or refunded removes the option for the whole order.
Bemærk: Box-office sales marked non-refundable, orders paid through other methods and events whose funds have been paid out or are on hold are refunded by Ticket Fairy support instead.
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Request the authorisation code
The Refund Order dialog states the amount and the order number, so check both, then select Get authorization code. Ticket Fairy emails a six-digit code to the address you sign in with and opens the next dialog for you.
Bemærk: The amount is the order's face value, less any referral rebate already paid on its tickets and any amount kept back when a ticket was resold. Service fees are not returned, and the dialog names the address to email when a buyer needs the full amount back.
Event, Orders, Refund Order. -
Enter the code and confirm
Enter the six digits from the email and select Confirm Refund. The dialog confirms the order was refunded, and the money goes back to the card the buyer paid with.
Bemærk: A code lasts thirty minutes and allows five attempts. Five wrong attempts cancel the code, and you wait a minute before you can request another.
Event, Orders, Refund Order, authorisation code. -
Check the order and what the buyer received
The order moves to the Refunded tab with every ticket marked refunded, and the buyer receives an email headed Ticket refunded for your event. Their barcodes stop working at once, and the tickets go back on sale or to your waiting list, whichever your event is set to do.
Bemærk: The card issuer can take several days to show the refund on the buyer's statement. The refund also appears in your event's activity log as Order Refunded, with your name.
Prøv disse trin på dit eget event
Opret en gratis konto, byg dit event og følg trinnene ovenfor i dit eget dashboard. Det tager få minutter, og du behøver ikke at booke et salgsopkald.
Ingen oprettelsesgebyrer. Intet obligatorisk månedligt gebyr. Intet kreditkort påkrævet.
Eller få det gjort for dig
Fai, the assistant inside your dashboard, can request the authorisation code for an order and, once you give her the code from your email, refund it. She shows you the order and the amount and asks you to approve before any money moves. The whole workflow is also in the dashboard.
I dit dashboard, med Fai
Find order <ORDER NUMBER> on <EVENT NAME>, show me the buyer, the tickets and the amount that would be refunded, then request the refund authorisation code and wait for me to give you the code before refunding
Fra din terminal
Installér CLI fra vores CLI-side, log ind med ticketfairy auth login, og vælg det brand, du arbejder på, med ticketfairy brand use <BRAND_ID>. ticketfairy brand list og ticketfairy event list viser de ID'er, som de andre kommandoer bruger.
Use the CLI to request the code and confirm the refund from a terminal. It runs the same two steps as the dashboard, with the same checks.
Email yourself the authorisation code for an order without refunding it.
ticketfairy order refund <ORDER_HASH> --request-code-only
Refund the order with the code from your email.
ticketfairy order refund <ORDER_HASH> --code <CODE>
Lad Fai gøre det for dig
Fai arbejder inde i dit Ticket Fairy-dashboard. Opret din konto, åbn Fai og indsæt instruktionen ovenfor.
Ingen oprettelsesgebyrer. Intet obligatorisk månedligt gebyr. Intet kreditkort påkrævet.
Resend or cancel a code you have not used
While a code is live, the row menu shows Refund Code instead of Refund. Open it and select Resend for a fresh email, or Revoke to cancel the code without refunding.
Bemærk: If you resend after the thirty minutes have passed, you get a new code and the digits in the older email stop working. Requesting a code for an order does not check that the order can be refunded; that check happens when you confirm.
Fai can resend or revoke the code for an order. The CLI requests a fresh code with the same command as the first one.
I dit dashboard, med Fai
Revoke the refund authorisation code for order <ORDER NUMBER> on <EVENT NAME>
Let buyers request their own refund
Open Tickets, select Settings, turn on Allow customers to initiate refunds, then select Save Ticket Settings. Buyers then refund an eligible order or ticket from their own order page, without a request to you.
Bemærk: The confirmation warns that refund requests are directed to you and that the event is not paid out while the switch is on. It cannot be turned on once the event's sales revenue has been released.
Fai can turn buyer self-refunds on or off for an event after showing you what changes. The CLI sets the same switch through the event's attributes.
I dit dashboard, med Fai
Turn on customer self-refunds for <EVENT NAME> and tell me what that changes for the payout
Spørgsmål du måske har
- Can I refund one ticket, or part of the amount?
- Not from the Orders page. The dashboard refund returns the whole order's face value in one step. A buyer can refund one of their own tickets when self-refunds are on, and Ticket Fairy support handles any other partial refund for you.
- Does the buyer get the booking fee back?
- No. The dashboard refund is the face value of the order, and the service fees stay charged. When a buyer should receive every penny back, email the address the Refund Order dialog gives and support processes the full amount.
- Why is there no Refund option on this order?
- Most often because dashboard refunds are not turned on for the event, or because you are not the event's owner. The option also needs a paid order with valid tickets only, no table booking, a card payment through your own account, and an event that has not been paid out.
- The code has expired or was refused. What now?
- Open the row menu, select Refund Code and then Resend. A code older than thirty minutes is replaced with a new one, and five wrong attempts revoke a code so a fresh request is needed. Requests are limited to one a minute.
- What happens to the tickets and the stock?
- Every ticket in the order is marked refunded and its barcode stops scanning. The stock goes back to the ticket type, or to the first person waiting if you send returned tickets to the waiting list.
- Where does the refund show afterwards?
- The order stays in Orders under the Refunded tab, your sales reports take the amount off revenue, and the activity log records Order Refunded with the amount, the order number and who confirmed it.
- How long does the buyer wait for the money?
- Ticket Fairy sends the refund to the card the moment you confirm. The card issuer can take several days to show it on the buyer's statement, which is worth telling a buyer who asks.
Har du stadig et spørgsmål?
Book en demo, så besvarer vi det i en samtale ud fra din type event. Eller opret din konto og se det selv.
Ingen oprettelsesgebyrer. Intet obligatorisk månedligt gebyr. Intet kreditkort påkrævet.
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Gør det på dit eget arrangement
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