Sometimes orders need to be refunded or cancelled — whether due to event changes, customer requests, or duplicate purchases. Hi.Events supports full and partial refunds.
How to refund an order
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Open your event and go to Orders
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Click on the order you want to refund
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Click Refund
Refund options
The refund dialog shows:
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Total Gross — the original order amount
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Already Refunded — any previous refunds on this order
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Available to Refund — the remaining amount that can be refunded
You can enter any amount up to the available balance, allowing for partial refunds (e.g. refunding one ticket from a multi-ticket order).
Additional options
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Notify buyer — sends an email to the customer letting them know the refund has been processed
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Cancel order — marks the order as cancelled and sets all attendees to cancelled status. Use this when the entire order should be voided, not just refunded.
Refund statuses
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Refund Pending — refund has been initiated but not yet processed by the payment provider
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Refunded — full refund completed
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Partially Refunded — some but not all of the order amount has been refunded
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Refund Failed — the payment provider could not process the refund
What happens to attendees
Refunding alone does not cancel attendees — they remain active unless you also check "Cancel order." This lets you issue a goodwill refund while still allowing someone to attend.
Tip: For partial refunds (like removing one item from a group order), enter just that item's amount rather than the full total. The remaining tickets stay valid.