Every order has one place to refund or cancel it. Open the event’s Orders tab, open the order, and choose Refund or cancel…. Free orders show Cancel only.
Only an admin can refund an order or cancel an online order. See Staff roles for what other roles can do.
Refund the buyer
Choose Refund the buyer. SeatLayer sends the money back through the gateway the buyer paid with.
- Refund everything returns the whole amount. The seats go back on sale and the tickets stop scanning.
- Refund part of it returns the amount you enter. The seats stay sold.
Confirm with Refund [amount].
Cancel without refund
Choose Cancel without refund when the money was already handled another way: you refunded outside SeatLayer, you lost a payment dispute, or cash was returned at the counter.
- Pick what happened, and add a note for the order history. A note is required for Something else.
- Tick the box to confirm the money was already handled.
- Optionally email the buyer that their booking is cancelled.
- Choose Cancel order and release N seats.
The seats go back on sale and every ticket stops scanning. This cannot be undone. If a ticket was already used at the door, you are asked to confirm that you checked the door history.
Refunds made in the gateway dashboard
Most gateways tell SeatLayer about a refund you make in their own dashboard, and the order updates by itself. Which ones do, and what happens to the seats, is listed in Connect payments. For a gateway that does not, use Cancel without refund above.