Accelevents has full and partial refunding 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 Transaction Fees are non-refundable. The credit card processing fee will remain in the order when you process a full refund. For further assistance regarding the refund of these fees, we recommend contacting Stripe or Square directly.
Accelevents Fees are refundable (e.g., $1 + 3% for Free and Starter plans). 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.
Refunding, Cancelling and Deleting 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
Go to Attendees > Orders in the admin console
Search for the order
Click the 3 dot menu in the top right
Select Refund
Select the Refund Quantity
Enter the Refund Amount
Click Refund
Select Refund in the pop-up confirmation
After refunding, the buyer should receive a refund confirmation email.
Partially Refund Tickets
If you want to issue a partial refund, select the refund quantity and then enter a refund amount less than the total ticket value of the ticket. If the outstanding amount is less than the total fees, it’s considered a full refund. The attendee can still access the event if the ticket is partially refunded.
Once the ticket has been refunded, the buyer will receive a ticket refund email notification like above.
Note: When you confirm the refund, you'll have the option to Refund & Cancel. This means that even if the order has remaining payment, the attendee will not have access to the event.
Refund & Cancel Tickets
Follow the same refunding process and select Refund & Cancel at the end. A registrant with a canceled ticket will have no access to the event, regardless of whether a partial or full refund was applied. The buyer will also receive a refund confirmation email.
Note: If the attendee is logged in to the event and a cancellation is made, the attendee will not be kicked out. However, if they log out, they can no longer log in again.
Cancel Tickets without Refunding
If your event requires a non-refundable ticket and the registrant confirms that they are not attending, you can cancel their event access without refunding the ticket.
Follow the refunding process, indicate $0.00 as the refund amount, and select Refund & Cancel Ticket. The buyer will still receive a refund confirmation email for this transaction indicating that $0.00 was refunded.
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. Sending the refund email is optional when deleting tickets.
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 beside their 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.
Note: If the attendee is uploaded via CSV, they will not receive an email if their order is deleted.
The deleted tickets report can be found in Analytics > Registration > Download
Frequently Asked Questions
Can you recover deleted tickets?
No.
Will the partial refund appear in the buyer invoice?
Yes, you can download the invoice, and the amount should be reflected there.
After canceling the tickets, I need to place a new order for the same attendees. However, I have the unique email address setting for ticket holders enabled. Should I disable this setting before creating the new order for the same registrants?
No, canceling the ticket frees up the email address from its association with the ticket, so you don't need to disable the unique email address setting for ticket holders.