Refunds¶

A refund returns funds to the customer's original payment method. You can issue a full refund or any partial amount, as many times as needed (up to the original payment total).

Quick steps¶

1. Open the paid invoice from the dashboard.
2. Click Refund payment in the side-peek action menu.
3. Choose Full or Partial, set the amount, optionally add a reason and note for your records.
4. Confirm.

The customer is notified by Stripe automatically; you'll see the refund recorded on the invoice's payment history within seconds.

One thing to know before refunding¶

Refunds are pulled from your connected payout account's available balance. If your balance is too low (you've already paid out, or the payment hasn't fully settled yet), the refund won't go through until balance is available.

When can this hit you?

• You issued a refund right after the payment cleared but before funds settled to your balance (usually 1–2 business days).
• You've already paid out most of your balance and don't have enough left to cover the refund.

If you hit the balance issue, the refund attempt doesn't go through. Wait for settlement, top up your balance, or contact support.

Step-by-step walkthrough¶

1. Open the paid invoice¶

From the Invoices dashboard, filter or search to find the paid invoice. Click the row to open its side-peek.

2. Open the refund dialog¶

Click Refund payment from the action menu. A dialog opens with two choices:

• Full refund — refunds the entire payment amount in one click.
• Partial refund — lets you enter a specific dollar amount up to the total paid (or remaining unrefunded amount if there have already been partial refunds).

3. Enter the amount and reason¶

For a partial refund, type the dollar amount. The dialog shows the remaining refundable amount as a helper text — you can't refund more than what was paid (minus any prior refunds).

Add a reason if helpful for your records. Reasons aren't shown to the customer; they appear in the side-peek's history for your team.

4. Confirm¶

Click Confirm. The dialog closes and you'll see the refund recorded on the payment within a second or two. The customer receives a refund notification from Stripe; funds typically appear back on their card within 5–10 business days depending on the customer's bank.

The invoice stays in "Paid" status — refunds are recorded as entries on the payment, not as a status change. This is intentional so you can still see the original transaction history.

Tickets after a refund¶

Refunds are a money operation — they return funds to the customer's payment method. They don't automatically invalidate any ticket records on the invoice. If the refunded customer also shouldn't get into the event, coordinate with your door team to turn the relevant tickets away, or contact support to invalidate specific tickets so they fail at scan time.

Partial refunds work by dollar amount, not by specific ticket — if a customer paid for 3 tickets and one drops out, refund ⅓ of the total and handle the door logistics separately.

Partial refunds across multiple payments¶

If an invoice has been paid in multiple payments (rare — usually deposit + balance scenarios), refunds are issued against a specific payment, not against the invoice as a whole. The side-peek lists each payment with its own refund button. Refund up to that payment's amount; once it's fully refunded, the action disables for that payment.

Cancelling instead of refunding¶

If you haven't been paid yet — the invoice is Open or Payment failed — don't refund. Use void instead. Void cancels the invoice without any money having moved, so there's nothing to reverse.

Refunds and accounting¶

Each refund is recorded on the invoice's payment history with:

• The Stripe refund ID (deep-linkable into your Stripe dashboard).
• The refund amount.
• The reason and note (if provided).
• The timestamp.
• The settlement amount in your account's currency.

Your finance dashboard's revenue numbers update to reflect the net position — paid amounts minus refunded amounts. If you export financial data, refunds appear as separate rows with negative amounts.

Troubleshooting¶