A refund shows but the guest has no money
A card refund takes several business days to reach the card. A refund on an offline order is a record only; you return the money yourself.
For a card order, Refund order sends the refund to the processor at once and emails the buyer, but the bank takes 5 to 10 business days to put it back on the card. For an order paid by cash, check or another offline method, Record refund only records it: no money moves and no email goes out.
Fix it
- 1Open the order in Transactions. It says Refunded or Partially refunded, and shows how it was paid.
- 2Card: tell the guest it can take 5 to 10 business days. Stripe shows the refund under Settings → Payments → Stripe dashboard.
- 3Offline: hand back the cash or send the money yourself. Ovante has only marked it refunded.
- When
- You refund a card order
- Then
- The whole payment goes back, gifts on the order included, and every ticket on it turns Not going. The buyer gets an email saying the money arrives in 5 to 10 business days.
- When
- You refund an order paid offline
- Then
- Ovante records the refund through Record refund. No money moves and no email goes out; returning the money is up to you.
Not this?
- A declined request shows a charge that went away: that was a hold, released when you declined, and never a charge. See How paid requests are charged.
- The refunded gift left your totals: see A gift vanished from my totals.
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Related
Refund an orderRefund order returns the whole charge to the buyer's card, gifts on it included, and cancels every ticket on the order.Record a payment made offlineWhen you add an order by hand, record the cash, check or transfer you collected: method, amount, check number or reference, date received, and an optional donation.The Transactions pageEvery order across all your events in one table, with filters for date, amount, event, status and type, and a page for each transaction.