## 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.

## Related articles

* [Issuing refunds](https://supportdesk.ticket-hero.net/hc/hero-guide/articles/1785118063-issuing-refunds)

* [Refund policy guidelines](https://supportdesk.ticket-hero.net/hc/hero-guide/articles/1785118074-refund-policy-guidelines)

* [Understanding your commission](https://supportdesk.ticket-hero.net/hc/hero-guide/articles/1785118058-understanding-your-commission)