TryBooking allows you to issue a full or partial refund of a customer's booking, or void tickets without providing a refund.
We recommend clearly outlining your refund policy in your event's Terms and Conditions.
Refunds should be processed though your TryBooking account to maintain a clear audit trail of payments and refunds for all parties.
If an event is cancelled, the event organiser is responsible for issuing refunds in accordance with the TryBooking Terms and Conditions.
Once a refund or void has been processed:
The customer will receive an email confirming which tickets have been voided or refunded, along with the reason provided.
Any voided tickets will be released for sale immediately.
Your reports will automatically update to reflect the changes.
For refunds, funds will generally be returned to the customer's account within 5–10 business days.
All refunds and voids are final. Once you select OK to confirm, the action cannot be cancelled or reversed.
PayPal does not allow refunds for transactions older than 180 days. For these bookings, you'll need to arrange a refund directly with the customer outside TryBooking.
Who can action refunds
Refunds are processed by the event organiser. TryBooking will not refund on their behalf.
The following user roles will have permission to action refunds:
Account Owner
Power User
Booking Manager
Finance User
What happens to the fees when a refund is processed
The Processing Fee
The processing fee is reversed when a refund is processed through the system.
This applies to both full and partial refunds, whether you're refunding an individual ticket within a booking or a portion of a ticket's value.
The Ticket Fee
The ticket fee is non-refundable and will apply again if the customer makes a new booking, as outlined in the TryBooking Terms and Conditions agreed to at checkout.
The ticket fee is a service fee for using the system and have the booking managed on the TryBooking platform. It is not a fee for attending the event.
Refund & voiding a booking in full
To refund and void all tickets in a particular booking:
From the Dashboard, click Booking & Refunds, then Find and Manage Bookings
Use the filters to locate the booking you wish to use. Please note none of the fields are mandatory. If unsure, use the Customer field and enter in the customer's last name
Once you have located the booking you wish to move, click the 3 dots
to the right of the booking
Select Refund Booking from the drop-down menu
The booking will open in to display the tickets and the amount paid for each ticket.
By default ALL tickets will be selected for a full refund and void, placing the tickets back on sale
A Summary of what is being refunded and voided will display in the bottom left of the page.
If you are happy with what is selected, click Next: Review & Confirm
In the Reason for Refund field, entry why the customer is getting a refund. It will be included in confirmation email sent to the customer, as well as show on your reports
Click Confirm Refund
Once the refund has been processed the customer will receive an email to confirm which tickets within their booking have been refunded along with the reason entered.
The tickets will be released for sale immediately, and your reports will update to reflect the void.
Partial refunds
You can issue a partial refund by selecting specific tickets within a booking or refunding only a portion of a ticket's value. This allows you to adjust the refund to suit the situation without refunding the entire booking.
To provide a partial refund:
From the Dashboard, click Booking & Refunds, then Find and Manage Bookings
Use the filters to locate the booking you wish to use. Please note none of the fields are mandatory. If unsure, use the Customer field and enter in the customer's last name
Once you have located the booking you wish to move, click the 3 dots
to the right of the bookingSelect Refund Booking from the drop-down menu
The booking will open in to display the tickets and the amount paid for each ticket.
By default ALL tickets will be selected for a full refund and void:
Deselect the Void check box for any tickets that you DO NOT want voided
Set the Refund field to $0.00 for any tickets you DO NOT want to refund
Should you only wish to refund part of the ticket value, not the full value, set the Refund field to the amount you wish to refund and deselect the Void field to keep the ticket valid.
A Summary of what is being refunded and voided will display in the bottom left of the page, allowing you make any adjustments before proceeding
If you are happy with what is selected, click Next: Review & Confirm
In the Reason for Refund field, entry why the customer is getting a refund. It will be included in confirmation email sent to the customer, as well as show on your reports
Click Confirm Refund
Once the refund has been processed the customer will receive an email to confirm which tickets within their booking have been refunded along with the reason entered.
The tickets will be released for sale immediately, and your reports will update to reflect the void.
Voiding a ticket without providing a refund to the customer
Voiding a ticket will allow you to void or cancel the customer's ticket, placing the ticket back on sale for repurchase, without providing a refund to the customer.
To void tickets without providing a refund:
From the Dashboard, click Booking & Refunds, then Find and Manage Bookings
Use the filters to locate the booking you wish to use. Please note none of the fields are mandatory. If unsure, use the Customer field and enter in the customer's last name
Once you have located the booking you wish to move, click the 3 dots
to the right of the bookingSelect Refund Booking from the drop-down menu
The booking will open in to display the tickets and the amount paid for each ticket.
Any tickets that you do not want to void in the booking, deselect the Void tick box next to that ticket
Update the Refund amount to on ALL tickets to $0.00
A Summary of what is being refunded and voided will display in the bottom left of the page, allowing you make any adjustments before proceeding
Click Next: Review & Confirm
Enter in a reason for the void. The reason entered will be included in confirmation email sent to the customer as well as show on your reports
Click Confirm Refund
Once the void has been processed the customer will receive an email to confirm which tickets within their booking have been voided along with the reason entered.
The tickets will be released for sale immediately, and your reports will update to reflect the void.
Refunding Multiple Bookings
Should you wish to refund multiple bookings at once, you will be able to do so in the Refunds screen.
You will be able to refund up to 20 bookings in one go.
To refund multiple bookings:
From the Dashboard, select Booking & Refunds, then click Refunds
Use the filters to locate the bookings you wish to refund. Please note that not all fields are are mandatory
Select up to 20 bookings that you wish to refund and/or void, by placing a tick next to the name of each booking
If you wish to refund and void the selected bookings in full, proceed to Step 6
If you wish to only provide a partial refund or refund without voiding the tickets, click Edit next to the booking
A pop-up will open, detailing the tickets within the booking. Deselect tickets you don't want to void or refund, and the Refund Amount for each ticket. With edits made click Save
With the save made, the select bookings screen will update to reflect the edits:
At the bottom screen enter in a reason for the refund. The reason entered will be included in the customers confirmation email and your reports.
Review the refund summary to the right of the Reason field. If happy with what is present, click Refund
A pop-up will appear with a detailed summary for what has been selected for refunding and voiding. If you happy with what is selected, click Process Refunds to finalise
The customer will receive an email to confirm which tickets within their booking have been voided along with the reason entered.
The tickets will be released for sale immediately, and your reports will update to reflect the void.
Refunded/voided tickets on reports
All reports will update to reflect processed refunds
Refunded Tickets, Voided tickets and Refunds reports will allow you to see the refund and void history of a booking. This includes when the refund/void was issued, who issued the refund and the reason for the refund
Tickets that have been voided will no longer show on Attendee reports
Bookings have been partially refunded and the ticket not voided will still show on Attendee Reports