Refund tickets

Purpose

Refund one or more issued tickets on your event, and understand what the buyer gets back and when.

Before you start

ticket.refund on this event's organization (EVENT_OWNER or EVENT_ADMIN — EVENT_MANAGER and below cannot refund).
The ticket must be ISSUED (not already used, cancelled or refunded) and belong to a paid order.

Steps

On Orders (/orders), find the order and tick the issued ticket rows you want to refund. Only rows in the ISSUED state can be picked.
Press Refund…. Write a reason — required, shown to the buyer, kept in the audit log, up to 500 characters.
Confirm. The tickets move ISSUED → REFUNDED, their QR credentials are revoked immediately (the holder can no longer get in with them), and the server works out the exact total.
An organizer- or staff-initiated refund is all-or-nothing: the ticket price, the Sotillion fee and the GST on it are all refunded together — never just the ticket price.
The refunded amount goes back to the original payment method. The state you see (Requested → Processing → Sent to the bank → Completed) reflects what the server has actually recorded, not a guess at how fast the bank will move.

Decision guide

Situation	Do
A buyer asks you directly for a refund	Refund it yourself from Orders, as above — you are not bound by the buyer's own refund window when you initiate it.
A buyer requests a refund themselves (from their own ticket)	They get back the ticket price only — the fee and GST are kept, and only inside your event's refund window (see below). This flow lives in the consumer app, not here.
The refund window has already closed	The buyer can no longer self-serve one; you can still refund a ticket yourself at any time before the event, since an organizer-initiated refund is not gated by the window.
More tickets need refunding than are left to refund on the payment	The server refuses with a clear reason — reload the order list and refund what actually remains.
The event is cancelled	Every issued ticket is refunded in full automatically — you don't need to refund them individually (see Create an event).

The refund window. Each event has its own cutoff, set when you create it (default 48 hours before the start, fixed once the event is live). This window governs a buyer's own refund request — after it closes, their self-serve request is refused. It does not limit refunds you initiate as the organizer.

Escalate when

A refund is stuck in Failed — retrying for longer than expected, or a buyer disputes an amount — there is no in-app support case system for organizers yet. Use the contact channel Sotillion gave you directly.

Record