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You can refund Tickets whenever you want. However, because the original processing fees are non-recoverable, refunds result in a Debit on your account for the full paid price of the ticket, not just the amount of the original Credit.
The bulk of this page covers refunding individual tickets. If your event has been canceled as part of our response to COVID-19, there are a few more things to know—please give special attention to the last section, Canceled Events.
Please do not issue Refunds or reverse Transfers within Stripe! The only action possible via Stripe is reversing Transfers, which won't actually return money to your guests.
To issue a refund, visit your Event's Dashboard, and click Manage Guests. Find the ticket you wish to refund, and expand its row to reveal the Refund and Revoke buttons. Clicking either will confirm the action.
Tickets can only be refunded once. Continue reading for more information about how refunds actually work.
There are a couple of things to be aware of when issuing refunds, which we'll illustrate with an example:
If someone purchases a $5.00 Ticket to one of your events, you would be initially Credited $4.45 (see Processing Fees for more information), but a refund would result in a $5.00 Debit. This means that it’s possible for your Ledger balance to dip below zero (in this case, let’s assume to -$0.55).
If your balance is less than that of the ticket you wish to refund, Design Portland will still issue the refund, and make a Debit on your account reflecting it.
Subsequent sales will rectify this—if you sell two more $5 Tickets the next day, your balance would be brought back up to $8.86 (-$0.55 + $9.41, after fees). We attempt a payout after every order, so on the next Transfer after issuing a refund, you may see a Transfer + Debit for an unusual amount. This is because we will only issue a Transfer up to your current balance.
Should you end up with a significant negative balance after your events are over, we may contact you to settle your balance so that you can come into next year’s Festival with a clean slate. This is only apt to happen if you issue refunds and no more tickets are sold—don't worry if you end up in this situation; we'll work it out.
On the other hand, if you end up with a positive balance (say, from not having had a Stripe account connected for the first week of registration), we’ll also get in touch to make sure you’re fully paid out.
What if your event is canceled, and you need to refund all of the issued tickets? This can lead to significant negative platform balances, especially if funds for your sold tickets have already been transferred to a connected Stripe account.
Let's assume you sold 10 tickets at $5 each, prior to canceling your event. You'll typically net about $45.60 after fees (rough math, for illustrative purposes only—see the Processing Fees section for more information). If you've had a Stripe account connected for the duration of ticket sales, your funds have likely already been transferred, and your platform balance will be $0—on the other hand, if you didn't connect a Stripe account, your balance will be $45.60 (in both cases assuming no refunds have been issued, to-date).
But: a total of $50 in tickets were purchased by guests, and upon cancellation, they're owed the full amount—this means that after refunding every ticket, your platform balance is apt to be negative. In our example (other circumstances notwithstanding, like hosting other events), your balance would be approximately -$4.40 ($45.60 net minus $50 in refunds). However, if you had a Stripe account connected, and your balance was automatically transferred as tickets sold, you may end up with a more significant negative balance—up to the total value of all sold tickets (-$50).
Regardless of where your balance stands, Design Portland will make sure refunds are available to your guests. However, we reserve the right to request settlement of negative balances. See Carrying a Balance, above.
When canceling an event, there's no need to Revoke tickets—they'll be flagged as canceled in guests’ accounts, already.