You can issue refunds through your Line-Up Dashboard:
Go to the 'Ticket Orders' tab in the left hand column.
Search for the order you wish to refund using the customer’s name, email address or order reference
Select the order from the search results
On the next page you will see the options to refund, cancel or transfer the tickets
Click the 'Refund' button
In the popup that opens, you will see a list of tickets that were purchased as part of that order. For each ticket, you can either give the buyer a full refund (the whole amount of the purchase, including all booking fees) or a partial refund - part of the amount of the purchase.
You also have the option to release the ticket. Ticking this box means that the ticket will be cancelled, will be added back to the inventory and will be available for purchase by another buyer.
Once you have selected the ticket(s) you wish to refund, confirm by clicking the 'Confirm' refund button
The order will then update to show that the ticket(s) have been refunded and cancelled if appropriate.
Any refunds or partial refunds will be displayed in your Stripe account and will also be reflected in the sales report that can be downloaded via the Line-Up Dashboard.