(If you are a customer looking to secure a refund for an event you purchased tickets for, please refer to our Customer FAQs page here. If your question isn’t answered, fill in the form at the bottom of the FAQs page and a member of our dedicated Customer Support team will contact you via email.)
From your Dashboard, select the ‘Orders’ tab at the top of the page.
Click ‘Refund Requests’.
Click ‘View Details’ on the refund request you want to respond to.
Review the details of the refund request.
Click ‘Approve Refund’ if you are happy to refund the customer, OR click 'Deny Refund' if you don't want to issue the refund.
Please note: If a customer has a legal right to a refund our team may overturn your decision to deny the refund request.
Click ‘OK’ in the confirmation pop-up.
Congratulations, you have successfully responded to a refund request!
Once you have issued the refund, it can take up to 10 working days for the funds to land in the customer’s bank account.