Refund a ticket or an order

You refund a buyer from the event’s Participants tab: a single ticket or their whole order. The money goes from your Stripe account back to the payment method used for the purchase, and Sweescape invalidates the refunded tickets.

Refund a ticket

1. Open your event, then the Participants tab.

2. On the attendee’s row, click the gear icon, then Refund.

   This item only appears for a ticket bought online and not yet refunded.

3. Choose what you refund:

   • This ticket only: this ticket alone, for the amount shown on the right;
   • The whole order: every ticket of the order that is still valid. The number of tickets still valid is shown under the option. It only appears if it refunds more than this ticket alone.

4. Click the Refund button followed by the amount.

A message confirms that the refund was sent, or tells you that Stripe is still processing it.

A refund is final

A refund cannot be undone. A refunded ticket never becomes valid again.

The amount refunded

• A single ticket: the price paid for this ticket, minus its share of the discount from any code. Its share of the supplements added by an extension is added on top, split equally between the tickets of the order.
• The whole order: everything not yet refunded on the order.

A free ticket cannot be refunded on its own: its amount is €0.

What a refund changes

• The attendee stays in the list, with the Refunded badge instead of “Present” or “Registered”. You keep a record of the purchase.
• Their ticket is no longer valid. Its QR code is refused at the entrance: SweeScan shows Refunded ticket. Check-in from the dashboard is refused as well.
• They no longer receive anything. Their invitation link says the ticket was refunded, their wallet cards can no longer be downloaded, and they are left out of invitation sends and automations.
• The seat goes back on sale. The ticket gets one available seat back, and the seat chosen on a seating plan is released.
• The code quota is given back. For a code counted in seats, each refunded ticket frees its seat. For a code counted in orders, the order only frees its use once it is fully refunded.
• The sale leaves the revenue in SweeAnalytics, including the revenue attributed to a campaign.
• The buyer receives a confirmation email once the refund is completed. It goes to the order’s email, in the language of your ticketing page, and states the amount refunded, the event name, the refunded tickets and the usual time before the amount shows on their bank statement (5 to 10 business days depending on their bank). It leaves from the custom sender of your invitation email if its sending domain is verified, otherwise from the default sending address, like your invitations. This message cannot be customised.
• A credit note is also sent to the buyer if the sale was invoiced. It goes to the billing email, in the language of your ticketing page. It is a document titled Credit Note, not an invoice: it has its own number, in the same sequence as your invoices, and refers to the refunded invoice under Original Invoice. As with the invoice, its headings are in the language of your billing company. The refunded share of extras appears on an Extras line, and the credit notes of a fully refunded order add up exactly to the invoice.

Track a refund

The row’s badge shows where the refund stands:

Badge	Meaning
Refunded	The refund is done.
Refund pending	Stripe is still processing the refund. The ticket is already invalidated.
Refund failed	Stripe finally refused or cancelled the refund: the buyer was not refunded, but the ticket stays invalidated. Check the payment in your Stripe dashboard.

The confirmation email is sent once, when the refund moves to Refunded. While the refund is pending, the buyer receives nothing; a failed refund sends no email.

If Stripe refuses straight away, the message Stripe refused the refund. Check the balance of your Stripe account, then try again. is shown and nothing changes. Most often, the balance of your Stripe account does not cover the refund.

Refunds made in Stripe

You can also refund directly from your Stripe dashboard. Sweescape is notified:

• Full refund of the payment: every ticket of the order is marked refunded, with the same effects as a refund made from Sweescape.
• Partial refund: Sweescape cannot know which ticket it covers. No ticket is invalidated and no seat goes back on sale. The buyer still receives the confirmation email, with the amount refunded but no list of tickets.

For a partial refund, use Sweescape

To refund one specific ticket of an order, use Refund on the attendee’s row rather than Stripe: the right ticket is invalidated and its seat goes back on sale.

Tickets sold before refunds arrived

Tickets sold before refunds arrived in Sweescape are not linked to their order. For them:

• the Refund item does not appear in the attendee’s menu;
• a full refund made in Stripe does put the seats back on sale, gives back the code quota and removes the sale from SweeAnalytics, but does not mark the attendees: their QR codes stay valid;
• a partial refund made in Stripe changes nothing for their tickets: the buyer receives the refund confirmation email.

To invalidate these tickets, delete the attendees concerned: on their row, gear icon, Delete the participant, then Delete now. See Sales and orders.

Learn more

• Sales and orders
• View and manage your attendees
• Scan tickets
• Prices, VAT and fees