You can process refunds of orders within our Manage Orders page both on Account Level and Event level. It is not possible to process a refund if the event has completed.
Note that if you choose to cancel your event you can automatically refund all orders by following the guide here
You will need either the ticket buyer's email address, name or order ID; after that you can process a refund either from the Event or search across all your orders.
Event Manage refunding:
- Click on My events at the top of your Billetto view
- Pick the event you want to generate the refund for and click Manage
- Click on Manage orders (left-side panel) under Attendees
- Find the order in question and click details on the right hand side
- You will now have an options to either refund the whole order or specific tickets
- To refund the whole order, at the top is the option Request refund and follow the steps in the popup
- To refund specific tickets, scroll down the page to the tickets section and check the boxes you wish to refund then select Request Refund in the top right of the tickets section
Account Manage refunding:
- Click on Manage
- Select Attendees
- Find the order in question by searching or filtering and click details on the right hand side
- You will now have an options to either refund the whole order or specific tickets
- To refund the whole order, at the top is the option Request refund and follow the steps in the popup
- Request Refund To refund specific tickets, scroll down the page to the tickets section and check the boxes you wish to refund then select Bulk refund or with fees*
* Refunding with fees allows the organiser to cover the full price the ticket buyer paid. Once the payment is processed you will receive an invoice for your book keeping.
Note: It might take up to 21 working days but usually appear within 5 on your guest's bank account (depending on their bank). Refunds can only be requested for current events. Please note that the refunds do not include the Billetto booking fee or any additional services.