How to Refund an Event Ticket

As a hub owner (merchant), you are responsible for handling ticket refunds directly in accordance with our Merchant Agreement. If a user requests a refund for an event ticket, you must process it through your hub builder.

Before You Begin

• Ensure the refund request aligns with our refund policy.
• Refer to our Merchant Agreement for full responsibilities and terms.

Steps to Refund an Event Ticket

1. Open your Hub Builder
   • Log in and navigate to "Create > Events"
2. Locate your event
   • Find the event associated with the ticket purchase.
3. Open the event options menu
   • Click the three vertical dots (⋮) on the event card.
     
4. Select "Attendees"
   • This will open a list of all users who have registered or purchased tickets for the event.
     
5. Find the attendee
   • Locate the user requesting the refund.
6. Expand the attendee details
   • Click to expand their ticket view to see order details.
7. Process the refund
   
   • Click the "Refund" button.

What Happens Next

• The ticket will be refunded according to the system’s processing.
• The attendee’s ticket will be removed, and they will no longer be able to attend the event.
• The attendee will remain in the Attendees list for reporting purposes, and their ticket will be marked as refunded.

Important Notes

• Refunds are the responsibility of the hub owner/merchant.
• You can also refund free tickets to free up reserved spots if needed (for example, if an attendee can no longer attend).
• Ensure you communicate clearly with the attendee regarding the refund.
• Keep records of refunds for your own tracking and reporting.

Need Help?

If you experience any issues processing a refund, please contact support with the following details:

• Event name
• Attendee email
• Attendee Ticket Confirmation code

This will help us assist you more efficiently.