How do I refund or cancel a ticket?

Open the order, tick the tickets and click REFUND or CANCEL. A refund sends money back to the buyer and can't be undone. Cancelling stops the ticket working, without a refund.

Refund tickets

1. Click Tickets in the left menu.
2. Click Ticket actions on one of the buyer's tickets, then View Order.
3. Tick the tickets you want to refund.
4. Click REFUND.
5. Check the Refund amount. It starts at the full price including booking fee. Lower it for a partial refund.
6. Enter a Reason.
7. Click CONFIRM.

To refund one ticket, you can also click Ticket actions on it and choose Refund Ticket.

Cancel tickets without a refund

1. Open the order as above.
2. Tick the tickets you want to cancel.
3. Click CANCEL.
4. Enter a reason.
5. Click CONFIRM.

The ticket's status changes to Cancelled and it can no longer be scanned.

Notes

• Scanned tickets: they can't be refunded from your admin. If you've agreed to refund one, submit a support request and we'll reset it so it can be refunded.
• Card refunds go back to the buyer's card through Stripe and can't be undone.
• Partial refunds: lower the Refund amount. For example, refund the ticket price but keep the booking fee. The ticket shows as Refunded and the order as Partially refunded.
• Only valid tickets can be refunded or cancelled.
• Every refund and cancellation needs a reason, so you have a record.
• Box Office tickets: the money was taken at your venue, so give it back yourself, in cash or on your own card machine. Then cancel the tickets here so they can't be used. No money moves through Pulse.
• Moving someone to another date? Change their ticket instead. See How do I move a ticket to a different tier, session or event?.
• Want buyers to be able to ask for refunds themselves? Turn on Enable refund requests in the tier's advanced settings. Buyers then see Request Refund on their ticket and choose a reason. Our team receives each request and checks with you before approving or rejecting it.
• Only admins can refund or cancel. Staff can't.

Still stuck?

Submit a support request before you refund, if you're unsure.

Related articles

• How do I move a ticket to a different tier, session or event?
• How do I resend tickets to a buyer?
• How do I add team members and set their permissions?