How can I request refund or cancel my purchase?

In this article, you will see all important aspects related to the cancellation and refund of orders. If you are an event organizer, you will learn how to set your event refund policy and how to approve or reject refund requests. If you are an attendee, you will learn how to request a refund for your ticket purchase

For event organizers

Configuring the refund policy

  1. Go to Marketing > Tickets > Payments.
How to access the payments page
  1. Click on the payment settings icon in the upper left corner. Then click on Edit and choose your Refund policy: up to 1 day before the event, 7 days before the event, 15 days before the event, 30 days before the event, or no refund.
Refund options

Enabling the refund notification

  1. To receive automatic notifications of new refund requests, go to People> Attendees and search for your profile (or that of other admins).
Accessing the attendees list
  1. After selecting an admin profile, click Edit and scroll to the bottom and check the Refund requests notifications and then click End.
Refund request

Learn more at Automatic notification emails.

Approving or rejecting a refund request

  1. In Marketing > Tickets > Payments you will see the payment that requires analysis to authorize the refund.
  2. Use the filter in the upper left corner to select all payments that have requested a refund.
  3. Click the blue button to the right of each payment. A new window will open.
  4. Choose to approve or reject the refund. In case of refusal, you can send a message to the buyer.
How to approve or deny refunds
If a payment gateway provided by Stripe or Paypal is being used, when the user asks for a refund, the admin needs to accept it, and the payment gateway will refund the applicant.

For attendees

How do I request a refund?

  1. To request a refund for your purchase, it is necessary to enter into your My Tickets area and click on the Request Refund button.
  1. A pop-up will ask you to confirm if you wish to request a refund for the purchase.
This process is valid for purchase holders
  1. Then, you will need to wait for confirmation. You will receive an email notification of approval (or not) of your request.

I didn't find the request refund button?

On the InEvent platform, event organizers are responsible for the refund and cancellation processes.

If the organizer has not defined a refund policy or the deadline has expired, the holder of the purchase must contact the event organizer with payment details so that they can assist in the process.

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