Refunds and canceled events

At checkout, and on the site's terms page, buyers read that all sales are final unless the event is canceled or rescheduled, and that approved refunds go back to the original payment method.

If you cancel or reschedule an event, you refund its buyers. Refunds and chargebacks come out of your Stripe account.

1. On your dashboard, press “Attendees” beside the event.
2. Find the buyer, and press “Refund” in the Refund column. Every ticket on an order has its own button, and any of them refunds the whole order.
3. Read the confirmation. It shows the amount, says whether one ticket or the whole order stops working, and says whose money moves.
4. Confirm. The page tells you the refund was made, and the order leaves the list once Stripe confirms.

Only an admin or owner of your organization sees the Refund column, and only once a Stripe account is connected. A manager can open the attendee list but has no refund button.

• It refunds the whole order to the buyer's card. If the order has several tickets, all of them stop working. You cannot refund a single ticket from an order that has several.
• The money comes out of your Stripe balance.
• AVP.Live's service fee goes back with it. Stripe keeps its card processing fee.
• A refund of the whole payment made in your own Stripe dashboard works the same way. A part-refund made there does not cancel the order, so its tickets keep working.

Some orders show a dash instead of a button: a free ticket or a comp, an upgrade, or a ticket that was upgraded. Hover over the dash to read the reason. Refund an upgrade in Stripe. An order that is already refunded is not on the list at all.

A chargeback is when a buyer asks their bank to reverse the charge. AVP.Live does not track chargebacks on your own Stripe account, so the attendee list does not show them and does not stop you refunding an order. They show in your Stripe dashboard, and the money comes out of your Stripe account, so check there before you refund an order the buyer may also have disputed.

• There is no button to refund everyone at once. Open “Attendees” for the event and refund each order.
• The buyers list on that page shows who paid and for how many tickets, so you can work through it.
• Free tickets have nothing to refund.

• Find a buyer and resend their tickets
• See your sales and where the money goes
• The fee and who pays it