Orders and Refunds
Review what buyers purchased, refund an order, and cancel an event with or without refunding everyone.
An order is one buyer's purchase for one event: who they are, what they bought, what they paid, and the tickets that were issued to them. Orders are created the moment a buyer submits their details at checkout and become real tickets once payment succeeds.
Order and Ticket References
Every order has a reference like 7KD9P-2XM4B, and every ticket on it has its own: 7KD9P-2XM4B-1, 7KD9P-2XM4B-2, and so on. Both appear on the buyer's confirmation email, and both are searchable in the dashboard.
These are what a caller quotes and what you type into a search box. They are not the QR code and cannot admit anyone, so they are safe to read out, forward, or write on a printout. A ticket's reference tells you which order it came from and which admission of that order it is, which answers most door and support questions before you have looked anything up.
Finding Orders
Open the event in the dashboard and switch to the Orders tab. Orders load when you open the tab, newest first, and every order on the event is listed regardless of status.
| Column | What it shows |
|---|---|
| Buyer | The name and email typed at checkout. |
| Status | The order's current state (see below). |
| Tickets | How many tickets have actually been issued. A Pending order shows 0 until its payment settles. |
| Total | The grand total the buyer was charged, fees and tax included. |
| Placed | When the order was created. |
Order Statuses
| Status | Meaning |
|---|---|
| Pending | Checkout was submitted but the payment has not settled yet. Transient: it either becomes Paid, or it is cancelled and its held tickets are released. |
| Paid | Payment succeeded, tickets were issued, and the confirmation email went out. |
| PartiallyRefunded | Part of the money was returned. The tickets that were refunded are dead; the rest are still valid and admissible. |
| Refunded | The full amount was returned and the tickets are dead. |
| Cancelled | An unpaid order that was abandoned. No tickets, no money. |
The Order Page
Click any row to open that order's own page. It carries everything you can do about an order:
- Order reference in the page title, the code the buyer quotes.
- Payment: line items, subtotal, service fee, tax, and the total paid. Once money has gone back, the amount refunded and what is still refundable appear underneath.
- Buyer: name, email (with a copy button), and when their tickets were last emailed, including the address used if it was not their own.
- Tickets: one row per issued ticket with the ticket type, the attendee name when the event collected them, the ticket's own status (Valid, Checked in, Voided, Refunded), the time it was checked in, its own ticket reference, and what that single ticket is worth back. Each row can be selected, refunded, or voided on its own. A Pending order has no tickets yet.
Admission QR codes are deliberately not shown here. The buyer's confirmation email is the only place a scannable code is delivered.
Resending Tickets
Resend Tickets sends the confirmation email again, QR codes included. The codes themselves do not change, so an attendee who already has the email keeps working ones.
You can send to the buyer's own address, or to a different one. That second option exists for the case that otherwise has no fix: a buyer who mistyped their email never received their tickets at all, and the email is the only channel the codes travel on. The address you used is recorded on the order, and tickets that have been refunded or voided are left out of the resent email.
Void: Stopping a Ticket Without Refunding It
Voiding and refunding answer different questions, and they are separate on purpose:
- Refund returns money and marks those admissions refunded.
- Void stops a ticket working at the door and touches no money at all.
Void is the tool for a ticket that must stop working while the money is settled some other way, or not at all: a chargeback, a duplicate, a resale you will not honour, an attendee you have barred. Press Void on a ticket row (or select several and void them together) and confirm. The order stays Paid and nothing is returned to the buyer.
Restore un-voids a ticket if you voided the wrong one. It comes back as not-arrived rather than checked-in, so the attendee is scanned in again and your door count stays honest. Two things can never be restored: a refunded ticket, and any ticket on a cancelled event, whose tickets were voided deliberately.
Refunding an Order
You can refund a whole order or just some of its tickets.
Refund Order returns everything still outstanding on the order and ends every admission on it.
Refunding specific tickets is the everyday case: one of a party of four cancels, so you refund that one seat and the other three stay valid and admissible. Select the tickets (or use Refund on a single row) and the dialog opens with the amount those tickets are actually worth, which is their tier price as paid plus their share of the fee and tax. Add-on money is not included: refunding a seat was never meant to refund the parking pass.
The amount is editable, so a goodwill figure or a partial credit is one field away. It can never exceed what is still refundable on the charge. Whatever amount you settle on, the tickets you selected are marked refunded and stop working at the door: the money is negotiable, the admission is not. If you want to give money back and keep the ticket alive, that is not a refund, and there is no way to do it.
An order that has had some tickets refunded shows as PartiallyRefunded, in the list as well as on the page. Refunding the rest later settles it to Refunded.
A refund can be turned away for these reasons:
| Reason | What it means |
|---|---|
| Refunds not allowed | The event's refund policy is All sales final. See the override below. |
| Refund window closed | The event's policy is Refundable until, and the cutoff (a number of minutes before the event starts) has already passed. See the override below. |
| Order not paid | The order is Pending, Cancelled, or already Refunded. An order that is already fully refunded is treated as a success and does nothing. |
| Organizer not connected | Your Stripe account could not be resolved, so nothing can be returned. |
| Refund failed | Stripe declined or errored on the refund. Nothing in Resytech is changed, so you can retry. |
The refund policy and cutoff are properties of the event, set when you create or edit it. Changing the policy changes what is refundable from that moment on.
Refunding Past Your Own Policy
The first two reasons above are not dead ends. The refund policy is a promise made to buyers, and your own dashboard can still make an exception: when a refund is blocked by the policy, the dialog explains which rule stopped it and offers Refund anyway. That second press goes through. Use it for the goodwill cases the policy was never meant to cover, one order at a time.
What a Refund Does
- The full amount is returned to the original card, on your connected Stripe account.
- The order becomes Refunded, or PartiallyRefunded when only some of its tickets went.
- Every ticket on the order that was still Valid or already CheckedIn becomes Refunded, which makes it invalid at the door.
- The refund is written to the order's payment history alongside the original charge.
- The buyer's confirmation link now reads "This order was refunded" and tells them their tickets are no longer valid.
Refunding a free ($0) order still works: there is nothing to return at Stripe, but the tickets are invalidated and a zero-value entry is recorded so the trail is complete.
Refunds you issue directly in Stripe rather than in Resytech are reconciled back automatically. A full refund flips the order to Refunded and kills its tickets; a partial refund records the amount and marks the order PartiallyRefunded, leaving the tickets valid.
Refunded Seats Are Not Resold
A refund invalidates the tickets but does not return those seats to the sellable pool. Sold counts and remaining availability on Sales and Attendees stay as they were. This is deliberate: it makes an oversell impossible. If you want the seats back on sale, raise the tier's capacity by the number you refunded.
Cancelling an Event
Cancelling calls the whole event off. Open the event and choose Cancel Event. The confirmation warns that this cannot be undone, that all tickets are voided, and that sales stop immediately, then asks what should happen to money already collected:
| Choice | Outcome |
|---|---|
| Void tickets only | Every live ticket on every paid order is voided so it cannot be used at the door. Orders stay Paid, and no money moves. Use this when you intend to refund case by case, or settle outside the platform. |
| Refund all paid orders | Every paid order is refunded in full to the original card. The event's refund policy and cutoff are ignored, because you have chosen to refund everyone. Refunding also invalidates each order's tickets. |
The event is set to Cancelled first, so sales stop the instant you confirm, then the refunds or voids run. When it finishes you get a summary:
- N tickets voided (the void-only path)
- N orders refunded (the refund-everyone path)
- N refunds failed, when any individual refund was rejected by Stripe
A failed refund never leaves the event half cancelled. The event is fully cancelled either way, and the orders that failed stay Paid so you can retry them one by one from the Orders tab, or handle them in Stripe. Cancelling an event that is already cancelled does nothing further.
If your event is on the flat listing fee model, the listing fee is not refunded automatically when you cancel. Contact support if you believe one should be returned.