This article is for event organisers using Sticky Tickets. If you’re a ticket purchaser, please refer to the dedicated help article for cancelling your tickets.
Important Note
When cancelling and refunding tickets:
-
A 1.5% fee or $1.00 (whichever is greater) is retained per transaction
-
This covers non-refundable merchant and administration fees
-
As an organiser, you can choose to:
-
Absorb the fee as the organiser, or
-
Pass it on to the purchaser
-
Important checks before cancelling tickets
Before issuing refunds, make sure:
-
Your event is Live
-
Refunds and cancellations can only be processed when the event is Live
-
-
If ticket sales are paused
-
If your event is paused, you must resume it before processing refunds.
- To avoid new ticket purchases while processing refunds, you can:
-
-
-
-
Set the Stop Selling Date to a past date
-
Then resume the event safely
-
(This prevents new sales while keeping refund access enabled.)
-
-
How to cancel and refund tickets
Step 1: Open your event
-
Log in to your Sticky Tickets account
-
Open the event you want to manage
Step 2: Click the Sales List
-
Locate and select the order number or purchaser name
Step 3: Start the refund process
- In the Order Details page, click the Refund / Cancel Tickets button
-
Choose the ticket(s) you want to refund or cancel, then click the Next button
-
Choose refund type. You can choose:
-
Partial refund. This will be the refund amount minus 1.5% or $1.00 fee (whichever is greater), or
-
-
-
Full refund. The retained fee will be:
-
-
-
-
Deducted from your ticket sales, or
-
Charged to your card if sales balance is insufficient
-
-
Managing purchaser refund requests
If a purchaser requests a refund through their account:
-
At the My Events page, click the Transactions tab in the left panel, then click the Refund/Xfer Requests
-
To approve a refund request:
-
Check the list of requests under Pending and locate the customer's order number, then click the Approve button.
-
-
-
Review the summary request. If details are correct, enter your Sticky Tickets account's password.
-
Add a message to the purchaser. This will be included in the email they will receive.
-
Click the Approve button to process the refund.
-
-
To decline a refund request:
-
Locate the order of the purchaser in the list of requests, then click the Decline button
-
Select the appropriate reason from the list, then click the Confirm button to send the email to the purchaser
-
Important Note
-
Refunds typically take 2–3 business days to appear on the purchaser’s card
-
Purchasers will automatically receive an email confirmation
-
If refund amounts exceed the available ticket sales balance, you may need to enter card details to cover the difference
Consumer rights (Australia)
Under the Australian Consumer Law, purchasers may be entitled to refunds if services do not meet consumer guarantees. These rights apply regardless of the organiser's refund settings and cannot be waived.
Need help?
If you have questions about refunds or cancellations, contact our support team.