Refund a paid order

This feature is in early access: it is built and tested, but not yet switched on for every organisation or not yet tried with the outside provider. Ask us on WhatsApp if you would like to try it.

A paid order goes back by a refund. You choose how the money goes back; Kluvan then stops the tickets and frees the seats. Kluvan never refunds by itself.

Important. Refunds belong to paid tickets, which are in early access: they need your organisation's own payment provider (Paymob), tested so far against its test service only. See Sell paid tickets.

Before you start

• You need the right Refund tickets and see event revenue.

Steps

1. Open the event and select Attendees. Use the Confirmed or Paid too late tab to find the order.
2. On the order, open Refund.
3. Choose how the money goes back:
   • Back to the card (the payment provider): Kluvan asks your provider to refund the payment.
   • We paid it back ourselves: you already returned the money; pick Card, Bank transfer or Cash.
4. Type the Reason.
5. Select Refund now. The message says Refunded. The tickets no longer work.

Good to know

• The person is told by e-mail that the order is refunded and the tickets no longer work.
• The seats go back on sale, or to the first person on the waitlist.
• Once only. Pressing Refund now twice never refunds twice.
• The provider has not confirmed yet? The page asks you to check the refund in the provider's dashboard, then try again.
• No online payment found for the order: record it as paid back by your organisation instead.
• Books. With Books on, the refund writes a credit note against the order's invoice and pays it back. If Books refuses, the refund stands and the order is marked Books did not record it.
• Today lists the paid orders of cancelled events and late payments that still wait for a refund.
• The event report shows refunds and the refunded amount to people with the finance right. See Read event reports.