# Refund an order on your event | Ticket Fairy Guides 1. [Ticket Fairy](https://www.ticketfairy.com/) 2. [Guides](https://www.ticketfairy.com/guides) 3. Refund an order on your event Checkout and orders # Refund an order on your event Promoters and venue box offices refund an order when a buyer cannot come, a show changes or a purchase was a mistake. The Orders page returns the order's face value to the card it was paid with, after a code emailed to you confirms it was you, and the buyer, the tickets and your reports all update on their own. Return the face value of a paid order to the buyer's card from the Orders page, with an emailed authorisation code as the check, and know what the buyer, the tickets and your reports show afterwards. For: Returning a buyer's money for an order they no longer want Takes: 6 minutes - [Open the order's menu and select Refund](#step-1) - [Orders the Refund option covers](#step-2) - [Request the authorisation code](#step-3) - [Enter the code and confirm](#step-4) - [Check the order and what the buyer received](#step-5) ## Before you start - 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 it the option is missing, which is the most common reason. - 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. 1. ## 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. **Note:** The row menu belongs to the wide table, so refund from a laptop rather than a phone. A phone lists the orders as cards and opens the order itself, which carries no refund entry. ![Ticket Fairy Orders table with a paid order's row menu open and the Refund entry](https://www.ticketfairy.com/embeds/posters/marketing-order-refund--refund-from-order-menu.png) 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. **Note:** 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. 2. ## 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. **Note:** 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. ![Ticket Fairy Refund Order dialog stating the amount and order number, with the Get authorization code button](https://www.ticketfairy.com/embeds/posters/marketing-order-refund--refund-order.png) Event, Orders, Refund Order. 3. ## 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. **Note:** A code lasts thirty minutes and allows five attempts. A wrong code five times revokes it, and the next request has to wait a minute. ![Ticket Fairy refund authorisation dialog with the six-character code field and the Confirm Refund button](https://www.ticketfairy.com/embeds/posters/marketing-order-refund--refund-code.png) Event, Orders, Refund Order, authorisation code. 4. ## 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. **Note:** 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. ## Or have it done for you 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. ### In your dashboard, with Fai Find order \ on \, 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 ## From your terminal Install the CLI from [our CLI page](https://www.ticketfairy.com/cli), sign in with `ticketfairy auth login`, and choose the brand you are working on with `ticketfairy brand use `. `ticketfairy brand list` and `ticketfairy event list` show the IDs the other commands use. 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 \ --request-code-only ### Refund the order with the code from your email. ticketfairy order refund \ --code \ ## 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. **Note:** Resend after the thirty minutes have passed issues a new code, so 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. ### In your dashboard, with Fai Revoke the refund authorisation code for order \ on \ ## 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. **Note:** 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. ### In your dashboard, with Fai Turn on customer self-refunds for \ and tell me what that changes for the payout ## Questions you might have 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 when your event sends 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. ## Related guides - [More ways to use Ticket Fairy](https://www.ticketfairy.com/event-ticketing/features) - [Approve orders before buyers receive tickets](https://www.ticketfairy.com/guides/approve-orders-before-buyers-receive-tickets) - [Postpone or reschedule an event](https://www.ticketfairy.com/guides/postpone-or-reschedule-an-event) - [Run a waiting list for a sold-out event](https://www.ticketfairy.com/guides/run-a-waiting-list) - [Set up ticketing for a multi-day festival](https://www.ticketfairy.com/guides/sell-a-multi-day-festival) - [Let buyers refund their own tickets](https://www.ticketfairy.com/guides/let-buyers-refund-themselves) - [Win back buyers who left checkout](https://www.ticketfairy.com/guides/recover-abandoned-carts) - [Resend a buyer's tickets and fix their details](https://www.ticketfairy.com/guides/resend-tickets-and-fix-a-buyers-details) - [Every Ticket Fairy guide](https://www.ticketfairy.com/guides) ## Do this on your own event Create your account, build your event and follow the steps in your own dashboard. You do not need to book a sales call. [Create a free account](https://manage.ticketfairy.com/welcome) [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) --- This page is on Ticket Fairy, a ticketing, marketing and operations platform for live events and the venues that host them: festivals, club nights, concerts, conferences and tours, and night clubs, beach clubs and concert venues. It grows revenue with fan rewards that turn an audience into a sales channel, and runs the money side with payments and payouts, Vault business banking, and working capital advanced against ticket sales. [How Ticket Fairy ticketing works](https://www.ticketfairy.com/event-ticketing) ยท [Ticket Fairy for AI assistants](https://www.ticketfairy.com/llms.txt)