Accelevents has full and partial refund capabilities for event ticketing. When refunding, you can refund an entire order (for multiple tickets) or a single ticket. You may also refund without removing the attendee access and completely delete the order. In this article, we will discuss how each action differs.
Important Notes:
Credit card and Accelevents fees are refundable.
If a partial refund is made, our fees are also partially refunded.
Refunds will be reflected in the cardholder's account in 5 to 10 business days.
Refund, Cancel, and Delete Tickets
Refund
A fully or partially refunded ticket means the buyer has received an amount back. Refunding alone will not remove the attendee's access to the event. A refunded order will still appear in the orders tab.
Refund & Cancel
To completely remove the attendee access, the order must be Refunded and Canceled. A refunded and canceled order will remain in the Orders Tab.
Cancel Without Refunding
Attendee access will be removed when the ticket is canceled, even if a refund has not been issued. An order canceled without a refund will also remain in the Orders tab.
Delete
If you choose to delete a ticket, an automatic refund & cancellation will be made, and it will be completely deleted from your Orders tab, but should still appear in the Registration Data report as deleted.
Refund Tickets in an Order
Note: The refund option will not appear for imported registrations (e.g., CSV upload, import from integration) as the payment posted in the order cannot be refunded because the payment was not processed in Accelevents. So if you'd like to remove an imported registration, select the Delete option to remove it from the Orders tab. It takes a few seconds to get the order deleted, but you will get a pop-up notification once it's done. The registrant won't receive any emails that their order has been deleted; you can just inform them after it's done.
Go to Attendees > Orders in the admin console
Search for the order
Click the 3 dot menu in the top right
Select Refund
Select which ticket(s) will be refunded in Refund Quantity
Edit the Refund Amount if it's partial refund
Click Refund
Select Refund in the pop-up confirmation if you're only returning the amount and they will still have access to the event
Or select Refund & Cancel to return the amount and remove their event access
Refund Confirmation Email
After refunding, the buyer should receive a refund confirmation email. The refund email cannot be edited or disabled. Everyone who is refunded an amount will receive the email.
Partially Refund Tickets
To do partial refunds, you'll need to do the same process as above, you just need to adjust the Refund amount as the default is the full amount.
Refund & Cancel Tickets
In the last step of refunding as seen above, you have a choice of whether to refund only on refund and cancel the tickets. If you choose Refund & Cancel, the attendee whose ticket is being refunded will also loose access to the event.
Bulk Refund Orders
To bulk refund orders, hover to the left side of the buyer name, and check the box if they need to be refunded. After selecting, the Refund paid orders button will appear. Click it to review the items to be refunded.
In the pop-up, it will list down the number of tickets and refund amount per order. By default, the orders will also be cancelled. If you're only refunding, then uncheck the box for Cancel associated ticket.
After reviewing, click Confirm Refund, this will not refund immediately.
The next step after clicking Confirm Refund is to enter the word "Refund" to ensure no accidental refunds are done.
When the process refund is done, you will se a confirmation pop-up where there's a button to view the report and also download it through CSV.
You can also go to the Refunds tab to see the Bulk Refunds. This tab will not show refunds done for individual orders / tickets.
Cancel Tickets
Canceling a ticket voids it without issuing a refund—this applies to both free and paid tickets. When canceling, you can choose whether or not to send a cancellation email to the ticket buyer.
If a ticket buyer purchased multiple tickets in a single order and you want to cancel all of them, click the three dots at the far right of the Ticket Buyer's name. This will cancel every ticket associated with that order.
To cancel an individual ticket, click the three dots at the far right of the specific Ticket Holder's name.
Canceled tickets will display a Canceled tag and will remain visible in the Orders tab for your reference.
Note: If an attendee is logged into the event when their ticket is canceled, they will not be immediately removed. However, once they log out, they will no longer have access. If they attempt to log back in, they’ll be redirected to the event landing page and won’t be able to re-enter unless they purchase a new ticket.
Delete Tickets
Deleting a ticket order permanently erases the record in your list of orders and automatically issues a refund if it's a paid ticket. It also automatically cancels the attendee's access. If multiple tickets are in the order, it will delete all of them. Deletion is usually done if it's a free ticket or if it's an imported registration. Sending the refund email is optional when deleting tickets. For imported registrations, there is no option to send them a refund email. It may take a few seconds to delete an order; you should get a pop-up notification once it's done.
Go to Attendees > Orders in the admin console
Search for the order
Click the 3 dot menu in the top right
Select Delete
If you want to delete only 1 ticket in the order, click the 3 dot menu at the far right of the attendee's name and select Delete.
A pop-up will appear to confirm the ticket deletion. You can also select not to send the refund email to the ticket buyer.
Click Confirm to delete and refund the ticket.
Notes:
If the attendee is uploaded via CSV or registered through integration, they will not receive an email when the order is deleted.
Deleted tickets cannot be recovered or reinstated
The deleted tickets report can be found in Analytics > Registration > Download
