How Refunds Work

Equaticket supports full-ticket refunds only. Partial refunds are not available. Here is what organizers and buyers need to know.

For organizers

Issuing a refund

1. Go to Dashboard > Events > [Your Event] > Orders.
2. Find the order and click into the order detail.
3. Click Refund next to the ticket you want to refund.
4. Confirm the refund. The full ticket price is returned to the buyer via Stripe.

Who can issue refunds? Only users with the owner or admin role on the organization.

What happens when you refund

• The ticket status changes to refunded and the QR code is invalidated.
• The buyer receives a refund confirmation email automatically.
• The ticket count for that ticket type is decremented, making inventory available again.
• If the ticket type has a waitlist, the next person in line is automatically notified.
• The refund amount is deducted from your Stripe account balance.

Refunds issued directly in Stripe

If you process a refund directly in your Stripe Dashboard (outside of Equaticket), the platform detects it automatically via webhooks. The affected ticket is voided and a refund record is created. A daily reconciliation job also runs as a safety net to catch any missed webhook events.

For buyers

How to request a refund

Refunds are handled by the event organizer, not by Equaticket. To request a refund:

1. Contact the organizer directly. Their contact information is shown on the event page and in your ticket confirmation email.
2. Provide your order number or the email address you used at checkout.
3. The organizer will process the refund from their dashboard.

What to expect

• Refunds are for the full ticket price -- no partial refunds.
• Once the organizer processes the refund, you will receive a confirmation email.
• The refund typically appears in your bank or card statement within 5-10 business days, depending on your bank.
• Your ticket QR code will no longer be valid for check-in.

If you cannot reach the organizer

If you are unable to get a response from the organizer, you can dispute the charge directly with your bank or credit card company. Stripe handles these disputes on the organizer's behalf.