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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

Tito's integrations with Stripe and PayPal for payments both allow you to issue refunds directly from the Tito admin 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.

You can also choose whether to:

  • Refund the transaction via the payment gateway, if you wish Tito to send a message to the payment gateway to actually issue the refund and release the funds back to the customer)

  • Or simply log it in Tito, if you have already processed the refund separately and just wish to generate a refund receipt and have all your figures match up.

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 β€” one for the payment, and one for the refund. In both cases, you can click on View receipt View receipt to open the order in your payment gateway dashboard.

Let customers know

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 in to the Manually add or remove emails > Email addresses you want to add field. You can include a link to our Lookup Tool to give recipients the option to access and download their refund receipt.

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.

Still need help? Search our FAQs for instant answers. You can also leave a message for our support team by email or in-app, and we'll get back to you by the next working day.


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