🙋‍♂️ Who can refund tickets at the door:
- Office staff: workspace owner, editor
- Field staff: with sell permissions (can refund only onsite tickets they sold)
- Cohost Editor
Need to refund someone at the door? You can process the refund from Backstage app, regardless of the payment method used.
In this article
Refund a ticket
⚠️ Refunds are always for the full deal price, there's no partial refund.
Step 1: On Backstage app, go to Orders tab. Search by scanning the ticket's QR code or by typing the ticketholder's name, ticket number or email.
Step 2: Open the order, then tap the ticket you want to refund.
💡 Depending on their bank, the refund may take a few business days to appear in the ticketholder’s account.
Step 3: Depending on the payment method, tap:
- Refund for online tickets or onsite tickets paid via Tap to Pay or PIX.
- Cancel for tickets paid in cash or through an external payment terminal.
What happens next?
Refund rules by payment method
Online payments, Tap to Pay, or PIX. The amount is refunded automatically to the original payment method.
⚠️ If you see an "Insufficient funds" message, your global balance is too low to cover the refund. Go to your Backstage workspace to top up your account, then try again 👉 Add funds to your global balance
đź’ˇ For online payment, you can choose whether to include Shotgun fees in the refund at your own expense or refund only the ticket price, excluding these fees.
- Cash or external payment terminal. You need to refund the ticketholder yourself, as we cannot process these payments directly.
đź’ˇ Depending on the ticketholder's bank, the refund may take a few business days to appear in their account.
Ticket status once refunded
Once a ticket is refunded, its status displays a Refunded.
The order status then depends on the remaining tickets:
- If the order still contains active tickets, its status becomes Partially inactive.
- If all tickets in the order have been refunded, canceled, transferred, resold, or upgraded, the order becomes Inactive.
