How Refunds Work

Refunds are issued by the event organizer, one whole ticket at a time. Partial refunds of a ticket are not available.

For buyers

How to request a refund

Equaticket doesn't decide refunds; the organizer does. To ask for one:

1. Contact the organizer. Their contact details are on the event page and in your ticket emails.
2. Give them your order number or the email address you used at checkout.
3. The organizer issues the refund from their dashboard.

What to expect

• You get back what you paid for that ticket: the ticket price (after any promo discount), plus any organizer fee and any sales tax added at checkout.
• You receive a refund confirmation email.
• The money usually appears on your card statement within 5 to 10 business days, depending on your bank.
• The refunded ticket's QR code no longer works for entry.

If you can't reach the organizer

You can dispute the charge with your bank or card company. The organizer, not Equaticket, responds to disputes, because the payment went to the organizer's own Stripe account.

For organizers

Issuing a refund

1. Open your event in the dashboard and go to the Orders tab.
2. Click the order to open it.
3. Click Refund next to the ticket you want to refund, then Confirm.

Only owners and admins can issue refunds.

What happens when you refund

• The buyer gets back what they paid for that ticket: the ticket price after any promo discount, plus any organizer fee and any sales tax you added on top of the price.
• The ticket is marked refunded and its QR code stops working at check-in.
• The buyer receives a refund confirmation email.
• The ticket goes back into your inventory.
• The money comes out of your Stripe balance. Stripe does not return its original processing fee when you refund, so that fee stays a cost to you.

Refund inside Equaticket, not in Stripe

Always refund from the Orders tab. A refund you make directly in your Stripe Dashboard is picked up automatically only when it matches a single ticket's price exactly. Any other amount won't cancel a ticket and needs our help to sort out, and the ticket may keep working at the door in the meantime.

Free and issued tickets

A free ticket, or a comp or cash ticket you issued from the dashboard, has no money to return through Equaticket. On an issued order the button reads Cancel ticket. Cancelling voids the ticket, returns it to your inventory, and emails the buyer that their ticket was cancelled. If they paid you in cash, the email asks them to contact you, so settle that with them directly. See Issuing Comp and Cash Tickets.

Disputes

If a buyer disputes a charge with their bank, you respond to it in your Stripe Dashboard. The payment was made to your Stripe account, so Stripe handles the dispute with you directly.

Still need help? Contact support.