Refunding and Cancelling Orders
Sometimes orders need to be refunded or cancelled — whether due to event changes, customer requests, or duplicate purchases. Hi.Events supports full and partial refunds.
How to Refund an Order
- Open your event and go to Orders
- Click on the order you want to refund
- Click Refund
Refund Options
The refund dialog shows:
- Total Gross — the original order amount
- Already Refunded — any previous refunds on this order
- Available to Refund — the remaining amount that can be refunded
You can enter any amount up to the available balance, allowing for partial refunds (e.g. refunding one ticket from a multi-ticket order).
Additional Options
- Notify buyer — sends an email to the customer letting them know the refund has been processed
- Cancel order — marks the order as cancelled and sets all attendees to cancelled status. Use this when the entire order should be voided.
Important Notes
- Refunds are processed through your connected payment provider (Stripe). The refunded amount returns to the original payment method.
- If you issue a partial refund, the order status stays active and remaining tickets are still valid.
- Cancelled orders cannot be reactivated. If an attendee needs to re-purchase, they will need to place a new order.
- Free orders can be cancelled but there is no monetary refund to process.