Task · Payments

Refund an order

Send the money back, cancel the tickets, or do one without the other.

6 steps · About 2 minutes

1. Open the order from Orders

   Your eventOrders

   go.tito.io/acme/summer-fetes-summer-fete/admin/orders

2. From Actions, select Refund or cancel…

   One entry covers both. An order recorded as complimentary or paid offline took no money through Tito, so there's none for Tito to send back and the page offers canceling on its own.

   An order your account brought across from Tito Classic or Tito Pro when it moved was paid there. Refund it in Tito Classic or Tito Pro, then cancel its tickets here.

3. Say what this is about

   What to refund or cancel appears on an order with something besides tickets, and lists The whole order and each add-on or product by name. Picking a product refunds that one thing and nothing else on the order.

   A bundle is listed here too, and its row says how many tickets it issued. Picking it refunds the bundle's price and stops all of those tickets, because the bundle charged one price for everything in it.

4. Choose the outcome

   Three of them, and nothing is chosen for you. Cancel and refund this order stops every ticket and sends the money back. Refund this order only sends the money back and leaves the tickets working, which suits a price you've dropped. Cancel this order only stops the tickets and keeps the payment, which suits a booking your terms say isn't refundable.

5. Set the amount, and say who hears about it

   All of it is everything still held on the order. Part of it takes a figure you type, with the tax inside that amount suggested at the event's rate for you to change.

   An order paid for more than once, say a ticket added and paid for later, can have part of it refunded across all its payments. The latest payment is refunded first, and whatever is left comes off the one before.

   Part of an order can be recorded as paid by hand, say a ticket type change or a move whose difference you marked as already paid. That money never went through a card or PayPal, so Tito can't send it back. Turn on the switch that records a refund of it if you're returning it yourself, and the order then shows it as refunded. Left off, the money stays on the order as collected.

   Email the person who paid is on whichever outcome and amount you choose, so turn it off when you'd rather write yourself. See this email opens the message that's about to go, and Edit this wording takes you to it in Customize.

   With a part refund chosen there's no preview to open. The message quotes the figure you type, and says the tickets still work.

   The tax box says how much tax the order has left to refund, and a figure above that isn't accepted. Every refund is listed in the order's history with the amount it sent back.

6. Read the summary and confirm

   The summary names what's about to happen.

   Refunding can't be undone.

   The money goes back first.

   The order becomes refunded only once the payment provider accepts. If the provider declines, nothing changes and the order stays paid.

   A part refund spread over two payments can be declined on the second one after the first has gone back. The page then says how much was refunded and how much is still on the order.

   An order refunded with its tickets left working stays paid.

   It keeps its tickets, their places stay held, and the payment stays on the order with the refund recorded against it.

   Canceling tickets always puts their places back on sale.

   Anything you cancel is offered to somebody else straight away.

   Every refund is listed on the order's refund receipt.

   Once money has gone back, Refund receipt appears beside the receipt on the booker's order page, and under Documents on the order here. It lists each refund with its date and any tax you stated, then the tax refunded in total and what's still paid. Your business details from Invoicing are at the top, as on the invoice. The refund email links to it too.

   When you refund a paid order, the refund gets its own credit note, which you and the buyer can open from the order.

   A payment the order couldn't use has a refund of its own.

   Now and then a buyer pays for an order twice, or a payment arrives after the order was canceled or refunded. No tickets are issued for that payment. It's shown at the top of the order with Refund this payment, and the Send to address in Order notifications is emailed about it, even with notifications turned off. Tito never refunds it for you.

   Refund this payment opens a confirm page first. It sends back that one payment in full, and the order, its tickets and the payment that paid for it won't be changed.

   One ticket out of a bundle can't be refunded on its own.

   Opening that ticket and selecting Refund or cancel… says so. Refund the bundle from the order instead, and all of its tickets stop together.

   One product on its own is Refund this line, or Remove this line where it cost nothing. Either way it comes off the order, its place goes back on sale, and no email goes out. It's there whatever the event's settings say.

   Buyers can take a line off from their own order page. That needs Let people change or cancel their own orders on for the event, and its deadline still to come. It's the same setting that lets them hand back a ticket. With it off, only you can take a line off.