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Help center / Registration & ticketing

Refund an order

Refund in full or in part, with a reason, and handle the attendee's place separately.

Who can do thisowneradmin

Steps

  1. Open Tickets and go to the Reconciliation tab.
  2. Find the order — narrow with the From and To dates if the list is long.
  3. Click Refund.
  4. Choose a full refund, or enter a smaller amount for a partial one.
  5. Add a Reason (optional). Do fill it in — six weeks later, nobody remembers.
    Refund order panel with the amount field and reason box
    Refund order panel with the amount field and reason box
  6. Confirm.

Refunding does not cancel their place

This is the part people miss. A refund moves money. It does not change the attendee's status, and their QR code still works.

So after refunding, decide what should happen to their registration:

Refund first, then cancel or delete. If you delete the attendee first you lose the straightforward route to their order, and refunding gets considerably more awkward.

Partial refunds

Enter any amount up to the order total. Use them for downgrading someone to a cheaper ticket, refunding an add-on, or honouring a partial cancellation policy.

The reason field is the only record of *why* a partial amount was chosen. Write it as if someone else will read it.

What happens next

The refund is sent to your payment provider and processed on their timetable. The money typically takes several working days to appear on the customer's statement — that is the card networks, not evenclo, and telling people "3 to 10 working days" up front saves a chasing email.

The refund shows in Reconciliation and in the Orders & revenue report immediately.

Common problems

The refund fails. Your provider may not allow refunds beyond a certain age, or your provider balance may be too low to cover it. Check your provider dashboard; some refunds have to be issued from there instead.

There is no Refund button. The order was not paid through a card gateway. Bank transfers are refunded by making an actual bank transfer — do it manually and record it in the reason.

They were refunded and still turned up. Their status was never changed. Cancel them after refunding.

They asked their bank instead of you. That is a chargeback and it is handled entirely in your provider dashboard, not in evenclo. Do not also refund in evenclo or you will pay twice.

You cannot reach this page. Owner and admin only — the finance role cannot currently open the Tickets page. See What each team role can do.

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