Refunds and disputes

Refunds and payment disputes affect an order in different ways. A refund is initiated by an organisation Admin, while a dispute is opened by a buyer through their bank or payment provider.

Issue a refund

Open the event, select Orders, and open the relevant order. Refunds can be issued only before the event starts and only for a paid or partially refunded order that still has a refundable ticket amount.

Choose one of the available options:

• Full refund returns all remaining refundable ticket revenue and voids every issued ticket or table in the order.
• Partial refund returns the amount for selected issued tickets or tables while leaving the remainder active.

The confirmation step shows the amount and affected admission records. Platform service fees are not included in the refund unless applicable law requires otherwise. A submitted refund cannot be undone.

After a successful refund, the affected QR codes are invalid, eligible inventory is released, and the order, event statistics, and payout balance update. Free and complimentary orders have no monetary payment to refund. If the provider reports that a submitted refund failed, Tixi Ticket restores the relevant order and ticket state and creates a refund-failed notification for follow-up.

Monitor disputes

Open Finance → Transactions and select the Disputes view. It includes the buyer, event, disputed amount, reason, current status, opening date, and evidence deadline when provided.

The current dashboard is a monitoring view. Evidence cannot be uploaded or submitted from the dispute table. If a response is required, collect the order confirmation, event information, admission or scan records, refund correspondence, and other relevant material. Open a support request promptly from the dashboard and include the order and dispute details so the response can be coordinated before the stated deadline.

Do not assume that a dispute is resolved because the event has ended or because a related amount appears elsewhere in financial reporting. Continue to monitor the provider status until an outcome is recorded. Accurate event descriptions, clear refund terms, complete buyer communication, and prompt handling of legitimate concerns reduce avoidable disputes.