๐ณ Payments & Payouts
By Turki
By Turki
Understand how payments and organizer payouts work.
Understanding Your Commission
Overview Ticket Hero earns a per-ticket commission โ the agreed part of each sale that funds the platform. This article explains how it is calculated so your figures always make sense. How commission is calculated - Commission is charged per paid ticket and, where agreed, as a percentage. - It is calculated on the ticket price before tax โ the net amount โ because tax is money you hold for ZATCA, not revenue. - Free tickets are not charged a commission. Example An order of 500 ๏ทผ in tickets plus 75 ๏ทผ VAT, with a commission of 10% + 1 ๏ทผ per ticket, records a commission on the 500 ๏ทผ base โ not on the tax. Where to see it Your commission is shown in your reports, separated from your ticket revenue and from any service fee you charge buyers. This keeps three different numbers clearly distinct: - Service fee โ a booking fee you may charge the buyer - Commission โ what Ticket Hero earns - Tax โ VAT you collect on behalf of ZATCA Related articles - How payments work on Ticket Hero - Adding taxes and fees - Understanding your reports
Getting Paid: Payouts
Overview Because payments are split at the point of sale, your share of ticket revenue is routed to your payout destination โ Ticket Hero does not sit in the middle holding your funds. How payouts reach you - For online card payments, your share is routed automatically to the payout destination configured for your account during onboarding. - For bank transfer orders, buyers pay you directly, so those funds are already with you once you confirm the transfer. Keeping your payout details current Your payout destination is set up with the Ticket Hero team as part of your contract. If your bank details change, contact your Ticket Hero representative to update them โ do not rely on changing them mid-event. Reconciling Use your revenue report to reconcile payouts against sales. It shows gross sales, refunds, tax, commission, and your net share, all in ๏ทผ. Related articles - How payments work on Ticket Hero - Understanding your commission - Understanding your reports
Refunds and Cancellations
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 - Refund policy guidelines - Understanding your commission