FeaturesPayment Processing
Refunds & Disputes
Processing refunds, refund policies, chargebacks, and prevention
Refunds
Processing Refunds
Go to Orders → Find order
Click "Refund"
Select full or partial
Add reason (optional)
Confirm refund
Timeline:
- Credit cards: 5-10 business days
- Debit cards: 5-10 business days
- Bank transfers: 3-5 business days
Partial Refunds
Refund specific tickets in an order:
- Select tickets to refund
- System calculates pro-rated fees
- Remaining tickets stay valid
Refund Policies
Set project-wide policies:
- No refunds
- Refunds up to 24h before
- Full refunds anytime
- Custom policy
Display on ticket pages and checkout.
Automated Refunds
Trigger automatic refunds:
- Event cancellation
- Date changes (optional)
- Oversold events
- Technical issues
Disputes & Chargebacks
Dispute Process
When customer disputes charge:
Notification - Immediate email alert
Evidence Due - 7 days to respond
Submit Evidence - Provide proof
Resolution - 60-90 days
Evidence Requirements
Provide:
- Order confirmation
- Ticket delivery proof
- Check-in records
- Communication logs
- Terms of service
Dispute Outcomes
| Result | Impact |
|---|---|
| Won | Funds retained, no fee |
| Lost | Funds returned + $15 fee |
| Withdrawn | Customer cancels, no fee |
Prevention
Reduce disputes by:
- Clear event descriptions
- Prominent refund policy
- Responsive customer service
- Timely ticket delivery
- Detailed confirmations
Prevention: 99% of disputes can be resolved through good customer service.
Related: Payment Processing Overview • Transactions & Fees