An important note about refunds: A refund cannot be processed against a credit card payment until the funds have been settled. This process may take up to three (3) business days after payment, depending on the payment gateway used. You may still submit the refund, and the system will process the refund after the funds have been settled. You will be notified via email when the refund has been successfully processed.
The refunding feature is not available by default. If you can't access the refunding feature from your account, please contact support to enable this feature.
Warning: If you use the Leap Merchant Services account to process ticket sales and would like to process a refund for an event that has already been settled (paid out), please check the information here.
Step-By-Step Instructions
Step 1: Use the Quick Search tool located on the top left corner of the admin page and enter the customer information and then click on the customer name you wish to view.
Note: You can also search for customers under the Customer tab located on the top of the admin panel and then use search on the top of the menu bar.
Step 2: Hover your mouse to the 'Edit Order' option to see the dropdown.
Step 3: Click on "Issue a Refund".
Fully Refunding A Customer Order
Clicking "Yes" next to the "Refund entire Order?" will allow you to refund the order in full.
-
Service Fees - You can choose whether to include service fees when issuing the refund.
This option only includes your seller-level Service Fees. All other monetary fees, such as Custom Seller Fees, Delivery Fees, etc. are included when refunding the entire order.
- Note - Enter a note about the refund. (We suggest you leave a note as all refunds will be logged and can be audited.)
- Send Automated Refund Email Notification to Customer - Choose to send an email about the refund if desired.
Partially Refunding A Customer's Order
Partially refunding an order will allow you to refund a partial amount of the order, this is the best way to cancel one ticket from an order of multiple tickets.
You can choose from the following list of options to issue refunds:
- Payment. The payments for the order selected.
- Event. The total tickets, total products, service fees, and any Custom Fees for each event included in the order.
- Ticket. All individual tickets and associated service fees.
- Product. All products and associated fees.
- Advanced. All items associated with the order.
Step 1: Clicking "No" allows you to edit the amount that you want to refund for a specific item within the order. In cases where there are multiple tickets, check mark the ticket(s) that you want to refund.
Step 2: Apply Preset to quickly set the refund to 100%, 50%, or 25% of the total amount, or type the amount in the refund field. When you are done, click Submit Request.
Refund Notification Messaging
After you submit your refund request, different messaging may appear, depending on whether you use Leap Merchant Services account and whether your event has been settled.
Refund Processed Successfully
Applies to clients using own merchant account (such as Stripe, Paypal, Square, etc). + Clients using Leap Merchant Services on events that have not been settled (paid out)
- Organizer - If your refund request has been successful, you will receive a "Refund Processed Successfully" notification at the top of the page.
-
Customer - At the same time, the refunded customer will receive a notification via email, as per below:
Refund Processed for Settled Events
For organizers using the Leap Merchant Services account:
If you are using Leap Merchant Services to process ticket sales, and if you are trying to process a refund for an event that has already been settled (paid out), you will receive the following notification at the top of the refund page:
- "Your refund request has been submitted to our refunds team for review, and it will be processed within one business day. The bank account we have on file will be debited for the funds to issue this refund since they have already been paid out to you, and the customer will receive the refund in seven to ten business days. If you have any questions, please contact refunds@leapevent.tech"
A notification email will then be sent to our Finance team for their review, and the refund will be processed after their approval.
Note: Submitting a refund will not cancel any tickets in the order. You need to cancel the ticket to invalidate the barcodes on any ticket they have received, stopping them from being able to get scanned.
Voiding/canceling and refunding an order are two separate processes, and if you would like to learn how to void/cancel a ticket or an order, please visit: Cancel an Order.