(Last Updated 6/30/21)
Unfortunately, sometimes event attendees will need their tickets canceled and refunded. This article will show you how to issue refunds (full and partial), and cancel previously purchased tickets from your PromoTix account.
NOTE: you can also issue refunds using the PromoTix Organizer mobile app. For the purposes of this tutorial, we will be using the PromoTix web application.
1) From your event dashboard, click on your Orders tab
2. Locate the order you would like to refund, and then click "Issue Refund"
To look up a specific order, use the search bar and filters at the top of the screen. Once you've located the order you would like to refund, click on the "Actions" dropdown in the top right of the order window, and then select "Issue Refund".
3. Cancel ticket(s) and issue a full or partial refund
To cancel tickets, check the boxes next to each ticket in the upper left hand corner of the screen.
In the "Refund Amount" field, enter in how much money you would like to refund the customer, either as a flat amount or as a percentage of the total amount. Double check the radio buttons to the right to make sure you have the correct option selected. The total amount you will be refunding the customer will be labeled as the "Refund Amount."
Once you are ready to issue the refund, click "Issue Refund."
IMPORTANT: once refunds are processed, the canceled tickets and funds cannot be recovered, so proceed with caution!
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