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Issue Refunds

Refunds in 3Common are issued by the host (event organizer) through the Finance section. Buyers cannot request or initiate refunds on their own. You can refund an entire order, individual tickets, or a custom amount, and the buyer receives an email confirmation when the refund is processed.

Who this is for

Admins and Owners who need to refund one or more orders. Editor accounts do not have access to the refund feature. If you need to process refunds, contact your account owner to request an Admin role.

Quick steps

  1. Sign in to your 3Common organizer account.
  2. Go to Finance from the main navigation.
  3. Select the order(s) you want to refund.
  4. Choose a refund type (full, partial, or custom amount).
  5. Decide whether to invalidate the tickets or keep them valid.
  6. Confirm and process the refund.

Refund options

When you refund an order, you choose from three options:

Option What it does
Partial refund Refunds the net ticket amount. Platform fees are not refunded.
Full refund Refunds the entire order total, including fees. You absorb the fee cost.
Custom amount Lets you enter any amount up to the order total.

After choosing the refund amount, you also choose what happens to the tickets:

Ticket option What it does
Refund & Release Tickets Refunds the money and invalidates the tickets. Tickets can no longer be used for entry, and the inventory goes back on sale.
Refund Only Refunds the money but keeps the tickets valid. The buyer can still use them for entry.

Step-by-step walkthrough

1. Open Finance

  1. Log in to your 3Common organizer account.
  2. From the left navigation, click Finance.

2. Select the order to refund

  1. Find the order you want to refund.
  2. Open the order details.
  3. Click the refund option to open the refund dialog.

3. Choose refund type and amount

  1. Select Partial refund, Full refund, or Custom amount.
  2. If you selected custom, enter the amount you want to refund. The dialog will not let you exceed the refundable total.

4. Choose what happens to the tickets

  1. Select Refund & Release Tickets if you want to invalidate the tickets and return inventory to sale.
  2. Select Refund Only if you want the buyer to keep their tickets.

5. Check your balance

The dialog shows your Current Balance (available and pending funds). If your available balance is not enough to cover the refund, you will be prompted to top up your account first. The dialog calculates the minimum top-up needed and walks you through adding funds before the refund is processed.

6. Confirm the refund

  1. Review the refund summary.
  2. Click Confirm to process the refund.

Batch refunds

You can refund multiple orders at once instead of processing them one at a time.

  1. In Finance, select the orders you want to refund. Use Select All to choose every order in the list.
  2. Click the batch refund option.
  3. Choose your refund type and ticket invalidation preference. These settings apply to all selected orders.
  4. The system processes each order sequentially. When finished, you will see a summary showing how many refunds succeeded and how many failed.

When to use batch refunds

Batch refunds are useful when cancelling an event or processing a large number of refund requests at once.

Product-level refunds

If an order contains multiple tickets or add-ons and you only need to refund one of them, open the order detail page and select the specific ticket or product to refund. The product refund dialog gives you two options:

Option What it does
Invalidate and Release Inventory Refunds the item, marks the ticket as refunded, and releases the inventory back for resale.
Refund Only Refunds the amount to the buyer but keeps the ticket active. The buyer can still use it for entry.

The rest of the order stays active and the other tickets remain valid.

Refund history

Every refund you have issued is logged under Finance > Refunds. The table shows the customer name, associated event, email address, date, status, refunded amount, and quantity. You can export the full list to CSV for accounting or reconciliation.

What the buyer sees

Once a refund is processed:

  • The buyer receives an email confirmation with the refund amount, event name, and order ID.
  • If tickets were invalidated, they disappear from the buyer's digital wallet and can no longer be used for entry or transferred to someone else.
  • If tickets were not invalidated, the buyer keeps their tickets and can still use them normally.
  • The buyer can still see the order in their order history with an updated refund status.

Refund timing

There is no time limit on when you can issue a refund. You can refund an order at any point after the purchase.

The 7-day payout delay described in Update Payout Schedule helps cover refunds and chargebacks by holding funds before they are paid out to your bank account.

Troubleshooting

I do not have enough balance to process the refund

The refund dialog will show your current available balance and prompt you to top up if needed. Follow the on-screen instructions to add the minimum required funds, and the refund will process automatically after the top-up completes.

I do not see the refund option on an order

The refund button is only visible to Admins and Owners. If you are signed in as an Editor, you will not see it. Ask your account owner to upgrade your role to Admin. If your role is already Admin or Owner and the option is still missing, the order may have already been fully refunded.

The buyer says they did not receive a refund email

Ask the buyer to check their spam or junk folder. The confirmation email is sent automatically when the refund is processed. If the email is still missing, verify that the refund shows as completed in your Finance section.

I refunded an order but the tickets are still showing in the buyer's wallet

This happens when you selected Refund Only (tickets remain valid). If you want to also invalidate the tickets, you will need to process the order again with the Refund & Release Tickets option.