When you cancel and refund tickets, a retained fee of 1.5% (of the ticket value) or $1.00 (whichever is greater) will be billed to cover the bank's non-refundable merchant fees and administration costs. As an organiser, you can choose to absorb this fee or pass it on to the purchasers.
To cancel and refund tickets:
- Log in to the event that has the tickets you would like to refund or cancel.
- Select the Sales List tab.
- Locate and select the order number (or name) of the purchaser you wish to cancel the tickets for.
- In the Order Details page, select Refund/Cancel Tickets
- Select the ticket/s you wish to cancel/refund then click the 'Next' button
- Select the type of refund you would like to issue
- Issue refund as below (a partial refund is issued less 1.5% or $1.00 retained fee whichever is higher)
- If you select 'Issue full refund'- the retained fee will either be deducted from your existing ticket sales or you will have the option to enter credit card details to cover the shortfall.
If the ticket purchaser initiates a refund request through the My Tickets page, you can manage these requests conveniently from your Transactions tab under the Refund/Xfer Requests section.
To approve a refund request, simply click on the "Approve" button. You'll then be directed to a page summarising the refund transaction, where you'll be prompted to enter your login password and provide a short message to the purchaser. Once completed, click on the "Approve" button to initiate the refund process.
Alternatively, if you choose to decline a refund request, click on the "Decline" button. You'll be taken to a page where you can provide a reason for your decision. Once you've entered the reason, click on the "Decline" button again to send an email notification to the purchaser.
Important Consumer Rights Note:
Under the Australian Consumer Law, ticket purchasers may have a right to a refund in circumstances where the event or service did not meet consumer guarantees. These rights apply regardless of the organiser’s stated refund policy and cannot be excluded or waived.
NOTES:
- It usually takes 2-3 days for a refund to reflect on the ticket purchaser's credit card.
- An email will be sent to the ticket purchaser notifying them of the refund/cancelled tickets.
- If the refund amount exceeds the amount owed to you in ticket sales (due to an early payment of sales), you will be prompted to enter your credit card details and cover the difference in sales.
If you have a question about refunds or anything else, please don't hesitate to contact us at support any time and we'd be more than happy to help.