# Orders and Refunds (/docs/live-events/orders-and-refunds) 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](/docs/live-events/storefront) and become real tickets once payment succeeds. Finding Orders [#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 [#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 are still valid. | | **Refunded** | The full amount was returned and the tickets are dead. | | **Cancelled** | An unpaid order that was abandoned. No tickets, no money. | The Order Detail [#the-order-detail] Click any row to open the order: * **Buyer name, email, and status.** * **Line items**: each ticket type and add-on with its quantity, unit price, and line total, followed by the grand total. Tax and the service fee appear as their own lines when they apply. * **Tickets**: one row per issued ticket showing the ticket type, the attendee name when the event collected them, and the ticket's own status (Valid, CheckedIn, Refunded, Voided). A Pending order reads "No tickets issued yet, payment in progress." Admission QR codes are deliberately not shown here. The buyer's confirmation email is the only place a scannable code is delivered. Refunding an Order [#refunding-an-order] The **Refund Order** button appears in the order detail only for a **Paid** order with a total above $0. Refunds through the dashboard are always for the full amount of the order; there is no partial refund in the dashboard. Clicking once turns the button into "Refund $120.00?" so the second click is the confirmation, and a successful refund reports the amount returned. 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**. No order on it can be refunded from the dashboard. | | Refund window closed | The event's policy is **Refundable until**, and the cutoff (a number of minutes before the event starts) has already passed. | | 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. What a Refund Does [#what-a-refund-does] 1. The full amount is returned to the original card, on your connected Stripe account. 2. The order becomes **Refunded**. 3. Every ticket on the order that was still Valid or already CheckedIn becomes **Refunded**, which makes it invalid at the door. 4. The refund is written to the order's payment history alongside the original charge. 5. 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 [#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](/docs/live-events/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-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. Related [#related] * [The Storefront](/docs/live-events/storefront) * [Sales and Attendees](/docs/live-events/sales-and-attendees) * [Door Check-In](/docs/live-events/check-in) * [Fees and Payouts](/docs/live-events/fees-and-payouts) * [Creating Events](/docs/live-events/creating-events)