How do I issue refunds and/or cancel tickets?

To issue a refund and/or cancel tickets, follow these steps:

1. Go to the 'Ticket Orders' tab in the left hand column.
2. Search for the order you wish to refund using the customer’s name, email address or order reference
3. Select the order from the search results
4. On the next page there will be 2 refund options - outlined below (for canceling tickets without issuing a refund see further below)

Refunding all tickets (full or partial refund)

If you want to refund/cancel all tickets in the order, in full or partially, follow these steps.  If you only want to refund/cancel individual tickets within the order then that is covered below.

1. When you are on the order page click the "Refund All" button or "Refund All Items" button
2. In the pop-up, in the "Face Value Refund" section select either Full Refund, Partial Refund or None (used when cancelling tickets without refunding - more on that below)
3. Do the same in the "Booking Fee Refund" section
4. Add any notes you like, such as why the order has been refunded and who by
5. Leave the "Cancel Receipts" box ticked if you are cancelling the ticket at the same time - this will remove the customer from the attendee list and put the ticket[s] back on sale.  If you are issuing a refund but the ticket is still valid then make sure you un-tick the Cancel Receipts option
6. Click the Refund button which will close the pop-up and action the refund/cancellation

Refunding some but not all tickets in an order (full or partial refund)

If you don't want to refund the whole order, and only refund certain tickets then follow these steps:

1. On the order page, scroll to the bottom of the page 
2. Click the down arrow in the "Tickets" box to reveal all the tickets in the order
3. Tick the box next to the tickets you want to refund/cancel
4. When you have selected all the tickets you want to refund, click the "Refund [x] items" button
5. In the pop-up, in the "Face Value Refund" section select either Full Refund, Partial Refund or None (used when cancelling tickets without refunding - more on that below)
6. Do the same in the "Booking Fee Refund" section
7. Add any notes you like, such as why those tickets has been refunded and who by
8. Leave the "Cancel Receipts" box ticked if you are cancelling the ticket at the same time - this will remove the customer from the attendee list for the selected tickets and put the ticket[s] back on sale.  If you are issuing a refund but the ticket is still valid then make sure you un-tick the Cancel Receipts option
9. Click the Refund button which will close the pop-up and action the refund/cancellation

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.

Refunds typically take between 7 - 10 working days to appear on the customers statement.  If you customer says they have not received their refund, we have a help article here which covers the things to check.

Cancelling tickets, but not issuing a refund

If you are cancelling tickets but not issuing a refund, then follow the refund steps above, but in the "refund face value" and "refund booking fee" sections select the "none" option.  Be sure to leave the "Cancel Receipts" box ticked.  This is cancel the tickets but no refund will be issued.