To Issue a Full Refund from the Dashboard
Go to the Events tab, filter for, and select your event.
Select Orders.
Use Filters to find the transaction you want to refund.
Click View on the right.
On the next page, click the Actions menu next to the order and click Refund.
Enter a reason and press Refund.
To Issue a Partial Refund from the Dashboard
Issuing partial refunds is not a suggested practice, but sometimes can’t be avoided. The best practice is to fully refund the transaction at the time of the sale and start over. If this isn’t possible and a partial refund must be issued, follow the steps below.
Go to the Events tab. Enter the event name, and click Filter.
Click Payment Transactions.
Use Filter to find the transaction you want to partially refund.
Click View to get to the transaction details.
At the top next to the transaction, click Actions, then Refund.
Enter the amount you want to refund and provide a reason for the refund.
Click Refund, then OK.
Note: if you know the transaction you’re looking for, you may be able to skip Steps 1-5 and instead do the following:
Go to the Events tab, filter for, and select your event.
Select Payment Transactions.
Use Filters to find the transaction you want to refund partially.
Continue with steps 6-8 above.
Notes:
1. Payment Transactions make up an order. For instance, if someone has multiple payment types on their wristband (Promo credit, Cash top-up, and a linked bank card), an order may be paid via multiple payment options. In that circumstance, it may be easier to locate the order via Orders and navigate to the bottom to find the payment transactions specific to that order.
2. Refunds related to bank cards take a standard 5-7 business days to revert to the person's account, sometimes sooner depending on the institution.
3. Refunds relating to cash top-ups will immediately go back to the individual's wristband balance.