You refund an order from the order itself. The customer gets the money back on the account they paid with. The amount is deducted from your EventSquare balance.
Request a refund
Go to Orders and search for the order by name, email or reference.
Open the order and click the Refunds tab.
Click Request refund.
Choose how you refund:
Refund the entire order: the customer gets the full amount back. Leave Also block all tickets checked if the tickets should no longer be used.
Make a partial refund: you choose for each line of the order which amount you refund. No tickets are blocked automatically in that case.
Fill in the Reason for refund and click Request refund.
The refund appears in the list on the Refunds tab, with its status. Once it's processed, you can open the credit note via View credit note.
With a partial refund, the tickets stay valid. Should a ticket no longer get in? Then block it on the Tickets tab. Read how in Change or block the tickets of an order.
What does a refund cost?
We charge a fixed fee for each refund. You see the cost in the admin at the top of the Refunds tab of the order, and per refund in the Fee column.
EventSquare doesn't refund you the service fees the customer paid. If you refund the full amount anyway, those service fees come out of your balance.
Did you pass the service fees on to the customer? Then you may choose to refund only the ticket price. When ordering, the customer agreed to the terms and conditions, which say so.
Didn't pass the service fees on? Then you refund the full amount.
Your balance is too low
If your balance isn't high enough, you see the message Insufficient balance. Top up your balance first:
Click Create top-up, or go to Settings › Balance and click New top-up.
Fill in the amount and click Create payment link.
Pay right away, or later via the same link. After payment, the amount is added to your balance.
Request the refund again.
Only refund through EventSquare
Don't refund online orders yourself outside EventSquare. This keeps your balance, credit notes and reports correct, and the customer can't be refunded twice.
Refund many orders at once
Want to refund many orders at once, for example because your event isn't going ahead? Get in touch with us. Also read Cancel your event and refund your customers.
Need help?
Chat with us in the admin, email support@eventsquare.io or call +32 (0)14 700 808. We are available on weekdays from 9am to 12pm and from 1pm to 5pm.