View orders and refund a buyer

Part 1

Find an order

1
Open the Orders tab
Open your event dashboard and go to Orders. Live Orders shows orders as they come in. Past Orders holds the full history.
The Orders page on the Live Orders tab.
1. Live Orders and Past Orders tabs
2. Order menu
Search and filter
On Past Orders, search by email, phone number or order ID. You can also filter by Terminal Orders and Status, and change the Sort.

Part 2

1
Open the row menu
Select the menu on an order. It offers Redeem and Refund.
- Redeem marks the tickets on an order as redeemed. It is available for Completed and Partially Redeemed orders.
- Refund returns the full order to the buyer.
Refund is not available for orders that are Processing, Refunded, Failed or Cancelled, or for $0 orders.
2
Choose a reason and refund
In Refund Order, pick a Refund Reason: Requested by Customer, Duplicate, Fraudulent or Other. Then select Refund.
The Refund Order dialog with a Refund Reason selected.
1. Refund Reason
2. Refund
If you choose Fraudulent, the app warns you that the buyer email and card will be blocked from further purchases.
Wait for the status to update
The order shows Refunded once the payment provider confirms it. This can take a moment. The money can take 5-10 days to reach the buyer statement.
Refunds in the app are always for the full order. For a partial refund, use your Stripe dashboard.