You can refund a customer's booking in full, provide a partial refund or void tickets without providing a refund.
As the event organiser, it's important to process all refunds via TryBooking so that there is a clear audit trail on the payment and refunds being issued.
Once the refund has been processed the customer will receive an email to confirm which tickets within their booking have been voided and refunded, along with the reason entered.
The tickets will be released for sale immediately, and your reports will update to reflect the refund and void.
Only users with the role of Account Owner and Power User access can issue refunds. For more in
- All refunds and voids are final. Once you have pressed OK you will not be able to cancel or reverse the refund process
- The customer will see the funds return to their account within 5-10 Business days.
- It is important to include your policy on refunds in your terms and conditions
- If the event has been cancelled, the event organiser is responsible for all refunds as outlined in the TryBooking terms and conditions
- PayPal does not permit transactions that are older than 180 days old to be refunded. This is due to the likelihood of card linked to the PayPal account having expired within this time frame. For these transactions you will need to arrange for a refund externally from the system.
This article covers:
- What happens to the fees when a refund is processed
- Refunding & voiding a booking in full
- Providing a partial refund
- Voiding a booking without providing a refund
- Refunding Bookings in bulk
- Refunded/voided tickets on reports
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. If only a portion of the booking has been refunded, whether it be 1 ticket out the booking or a partial value on a ticket, the processing fee relating to the amount refunded will be reversed.
The Ticket Fee
The ticket fee is non-refundable and will be charged again if your patron needs to repurchase. This is stated in the TryBooking terms and conditions that the customer agrees to at the time of booking.
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 account 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
- Enter in a reason for the refund. 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 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
Should you need to refund only 1 of the tickets within a booking, or provide a refund for only part of the the ticket value, you will be able to edit what is selected for refund.
To provide a partial refund:
- From the account 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
- Select Refund Booking from the dropdown 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 Void for any tickets that you DO NOT want voided
- Edit the Refund value 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, adjust the Refund value to the amount you wish to refund and deselect the void field
- Deselect Void for any tickets that you DO NOT want voided
- 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 - Enter in a reason for the refund. 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 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:
To provide a partial refund:
-
- From the account Dashboard, click Booking & Refunds then 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
- Select Refund Booking from the dropdown menu
- Any tickets that you do not want to void in the booking, deselect the Void tick box next to that ticket. In this example we are only wanting to void the first ticket in the booking:
- 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 Bookings in Bulk
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 left menu, click Dashboard then under Booking & Refunds click Refunds
- Select the event name from the Event name drop-down list, then click Search. This will load all bookings made to the event
- Select up to 20 bookings, by placing a tick next to the name of each booking
- Click Next
- All bookings selected will be automatically selected for a full refund. Add in the Reason for the refund. The reason for the refund will appear on the confirmation emailed to the customer once processed
- To finalise refund, click OK
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
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