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Refunds and ticket cancellations
Refunds and ticket cancellations

How to raise refunds against payments inside Tito

Vicky Carmichael avatar
Written by Vicky Carmichael
Updated over a week ago

All of the payment gateways Tito integrates with also support issuing refunds against payments from within the Tito interface.

Refund an order

Click on Orders  in the sidebar and search for and select the order you wish to refund. Click on the Actions menu in the top-right and then on Refund this order .

You'll be shown the following dialogue box:

A screenshot of the Refund order screen in Tito. Full refund is selected.

You can choose whether to refund the full order amount, or a partial amount. If you select partial refund, you'll be asked to enter the amount you wish to refund.

The second option is whether to refund the transaction via the payment gateway, or simply log it in Tito. If you wish for the refund to be issued via the Payment Gateway, you must select the first option. This will send a message to Stripe (or whichever payment gateway was used) to release the funds back to the customer.

If you have already processed the refund separately and just wish to log it in Tito and generate a refund receipt, select the second option.

Click Apply Refund  when you are ready.

You'll then be asked whether you wish to void the tickets themselves:

The Refund successful screen in Tito. The interface asks if the user would like to void any tickets.

If you wish to cancel the ticket(s), click Yes . You'll be asked to confirm the cancellation and once you've done that, the order summary will be updated to reflect that the order has been cancelled and refunded.

A screenshot of an Order summary showing that the order has been refunded and cancelled.

You will now see two lines on the receipt — one for the payment, and one for the refund. In both cases, you can click on View receipt  to open the order in your payment gateway dashboard.

☝️Pro-tip: Tito doesn't send an automatic notification email that the order has been refunded, but you can use our Messages feature to let the customer know. You can paste the ticketholders' email addresses under Manually add or remove emails  > Email addresses you want to add. At the moment there unfortunately isn't a variable you can use to link to the refund receipt within a Message. If you need help with retrieving the refund receipts, please get in touch.

Find a voided ticket

By default, cancelled tickets disappear from your Orders and Attendees lists. However you can click on Filter  in the search bar to include voided tickets if you need to retrieve a cancelled order.

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