Overview
You can refund an order or cancel tickets when a buyer needs it or when an event changes. This article covers the payment side; see Issuing refunds for the step-by-step in Orders.
What happens to the money
-
For online payments, refunding returns the buyer's money through the original payment.
-
For bank transfer orders, you return the funds to the buyer directly, then record the refund in Ticket Hero so your records match.
-
When an order is refunded or cancelled, the related commission is reversed as well.
Setting expectations
-
Publish a clear refund policy on your event page so buyers know the rules up front.
-
Refund timelines depend on the payment method and the buyer's bank.
Cancelling an event
If you must cancel an event, plan how you will refund all attendees and communicate the change promptly. Contact Ticket Hero support if you need help processing a large batch of refunds.