How to Handle Refunds and Cancel Requests in Eventonomy

How to handle refunds and cancel requests in Eventonomy, step by step. A ticket holder clicks Cancel and request refund on the event page or on the receipt. Nothing is cancelled yet: the site owner and the organizer are emailed, and the order shows under Refund requested on Eventonomy, then Attendees & Orders, then Orders, with the buyer's reason. From the three dots on the row, choose Cancel, no refund once you have paid the buyer back yourself, or Decline refund request to close the request and keep the order paid.

Transcript

In this tutorial you will handle a ticket holder who asks to cancel, and see where refunds are made and recorded in Eventonomy. The request and the Orders tab are in the free Eventonomy plugin. Paid tickets, and sending money back through a gateway in step four, need Eventonomy Pro and a payment gateway. There are five steps. Ask to cancel, as a ticket holder. Find the request. Answer the request. Refund through the gateway. Then see refunded orders. Step one. Ask to cancel, as a ticket holder. This member holds a ticket for this event. Under View your tickets, the box has a link, Cancel and request refund. The receipt has the same link. Here it opens a box for a reason, and a button, Send request. Asking cancels nothing. The organizer reviews the request, and the tickets stay valid until then. Step two. Find the request. In your WordPress admin, open Eventonomy, then Attendees and Orders, then the Orders tab. The site's admin address and the person who created the event get an email, and so does the event's organizer when they manage it. In the row of filters, Refund requested counts the requests waiting for you. Here a buyer has sent one. Click it. The order is still Paid. Under that it reads Refund requested, with the reason the buyer gave. Step three. Answer the request. Open the three dots at the end of the row. Cancel, no refund cancels the order and sends no money back. Use it once you have paid the buyer back yourself. Decline refund request closes the request. The order stays paid, and the buyer is emailed. With Eventonomy Pro, the menu has one more line. This order was paid outside an online gateway, so it tells you to refund the buyer directly, then cancel the order. Step four. Refund through the gateway. With Eventonomy Pro, an order paid through Stripe, PayPal or WooCommerce has a button in place of that line, named Refund payment. Click it twice, the second time to confirm. The money goes back through the gateway that took the payment. After a full refund, the order moves from Paid to Refunded. Step five. See refunded orders. Click Refunded in the row of filters. Here the list is also narrowed to one event. The row carries the Refunded label, and the date it was refunded. When an order is refunded or cancelled, its seats go back on sale and its tickets no longer work at the door. The buyer gets an email. That is all five. A request to cancel sent, the request found, the request answered, a refund through the gateway, and refunded orders seen. You can now answer a cancel request and know where the money goes back. Next in this series: Run a waitlist for a sold-out paid event.