Help centre › Orders and customers
Find an order and give a refund
Look up a booking, resend the tickets, and refund one ticket or the whole order.
Every booking is listed under Orders. From an order you can resend the tickets, refund some or all of them, and see everything that's happened to it.
Find an order
- Go to Orders in the menu.
- Search by the buyer's name, email or order number (or the bank reference for bank transfers).
- Use Filters to narrow it down by event, status, or how they paid.
- Press the order number to open it.
Resend the tickets
If someone can't find their confirmation email, press Resend confirmation. Check the address (change it if they've given you another one) and press Send.
Refund one ticket
- In the Tickets list, press the refund button on the ticket.
- Check the amount. It includes the booking fee unless you untick Also refund fees.
- Add a reason if you like, then press Refund £….
That ticket is cancelled and won't scan at the door. The buyer's other tickets still work. Tickets that have already been checked in can't be refunded.
Refund the whole order
Further down the order, Refund entire order (or Refund remaining tickets after a partial refund) refunds everything that's left and cancels those tickets. Check the amount and fees, then press Refund £….
The order shows as Refunded, and its history records each refund. The cancelled tickets go back on sale for other buyers.
Where the money goes
- Card (Stripe) and PayPal payments go back to the buyer automatically.
- Bank transfers: TicketOtter records the refund, but you need to send the money back yourself.
- Gift cards: any part paid by gift card goes back onto the card.
To stop a ticket working without refunding it — for example if it's been passed on against your rules — use Invalidate ticket on its row instead. Revalidate ticket undoes that.
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