Refund an order

Refunding an order sends the whole charge back to the buyer's card and cancels every ticket on it. A donation or other gift paid on the same charge goes back with it.

Before you start

• Refunds are for the org's owner and Admins.
• Ovante refunds whole orders. To give back part of a payment, see "Good to know".
• A request isn't charged until you approve it, so there's nothing to refund. Decline it instead.

Refund an order

1. 1
   In the event, open Guests → Orders and click the order. You can also open it from Transactions.
2. 2
   In the drawer's menu, click Refund order. On a transaction's page, click Refund.
3. 3
   Read the confirm. It says how much goes back and how many tickets it cancels.
4. 4
   Click Refund order. The order's status becomes Refunded.

What happens next

• The money reaches the buyer's card in 5 to 10 business days.
• The buyer gets the "Refund" email. You can change its wording in the event's emails.
• Every ticket on the order becomes Not going. A scan at the door shows Refunded.
• Gifts on the charge leave your totals, and journal ads on the order are cancelled.
• On Free, Ovante keeps its fee. See Fees.

Money you collected yourself

For an order paid offline, the button reads Record refund. Ovante cancels the tickets and takes the money out of your totals, but no money moves and no email goes out: you hand the money back yourself.

Good to know

• On the Transactions page, the menu on a paid or partially refunded row also has Refund transaction. On a partially refunded order, a refund returns what's left.
• To refund part of a payment, refund it in your Stripe dashboard. A partial refund made there doesn't change the order in Ovante. A full refund made there does: Ovante marks the order refunded, without the email.
• To take someone off the list without refunding, set their ticket to Not going instead. See Change a guest's status.
• A refund can't be undone.