Your event can't go ahead and can't be moved either? Then your customers are entitled to a refund. Here's how to handle it.
Step 1: stop sales
At the top of your event, click Close store. That way no new orders come in.
Step 2: inform your customers
Go to Orders › Export › Customer base to download your customers' email addresses. Send them a message as soon as possible, and share the news on your own channels too.
Don't have a tool to send emails? Contact us and we'll work out together how to inform your customers.
Step 3: refund your customers
You can let your customers request a refund themselves:
Put a form on your website (or in Google Forms, for example). Ask for first name, last name, email address and the order's Reference. It's in the confirmation email and on the tickets.
Put the link in your email to your customers, with a deadline. Give them at least a few weeks.
Process each request: open the order from Orders, go to Refunds and click Request refund. Choose whether you refund the full order or part of it. You can also block all tickets at the same time.
The money goes back through the payment method the customer used.
Want to refund a lot of orders at once? Contact us at support@eventsquare.io or +32 (0)14 700 808 (we are available on weekdays from 9am to 12pm and from 1pm to 5pm), or through the chat in the admin.
What does a refund cost?
A refund has a cost per order. You see the cost in the admin under Orders › the order › Refunds.
If you passed the service fees on to the customer, you choose whether to refund the full amount or only the value of the tickets.
Is your balance too low?
Refunds are taken from your balance at EventSquare. If it's too low, you'll see that when you request the refund. Add funds in Settings › Balance with a top-up: you get a payment link, and after payment the amount is on your balance right away.
Only refund online orders through EventSquare
Don't refund online orders outside EventSquare. That keeps your overview of orders, tickets and balance correct.