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Use Bulk Refund when you need to refund several orders for the same event time. You choose the orders, review each refund, and confirm the batch before any refunds start.

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Before You Begin

  • Sign in as the account Owner. Admin and other roles cannot use this wizard.
  • Bulk Refund must be enabled for your account. If you do not see it, contact SimpleTix Support to ask about enabling access.
  • This workflow supports General Admission and Reserved Seating events, not Flex Pass events.
  • Choose one event time. Tickets for other dates on the same order stay on that order.
Once initiated, a bulk refund cannot be paused, stopped, or undone. Review the event time, selected orders, refund destination, amounts, and exclusions before confirming.

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Select Orders

  1. Open Events, select your event, and go to Order Management.
  2. Select the event date and time you want to refund, then find the relevant orders.
  3. Click Bulk Refund.
  4. Select the orders to include. Select all applies only to the current page, not every order in the event or search results.
  5. Click Continue to refund and check the selected order count.
A batch can include up to 100 orders. Increase the page size before using Select all if you want to include more orders from the same event time. If you need to refund orders on other pages or dates, handle them as separate selections and check previous batch results to avoid repeating work.

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Set Refund Rules

Cash, mixed-payment, and Square Gift Card-paid orders cannot be refunded to a new Square Gift Card through this wizard. Check each order’s decision if you select that destination. Refunded tickets are removed from the order and can no longer be used for entry. This wizard does not offer an option to keep refunded tickets valid. The wizard calculates an estimated refund from the eligible items and your rules. Returning service fees to the buyer does not mean your payment processor returns its processing fees to you.

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Review Each Order

  1. Click Next to review the orders.
  2. Orders the wizard cannot refund under your rules are excluded from the review list. For each remaining order, check its Full refund or Partial refund decision and explanation.
  3. Compare the original order amount with the estimated refund. An order containing other dates or excluded items may have a smaller refund than its original total.
  4. Adjust an eligible order’s refund amount if needed. The wizard limits the amount to the refundable value.
  5. Remove any order you do not want to refund. Undo restores the most recently removed order.
  6. Continue only after the included orders and total are correct.

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Confirm and Verify

  1. Review the confirmation summary, including event time, order count, ticket count, fees, add-ons, destination, and final amount.
  2. Select Download summary (XLSX) if you want a copy before proceeding.
  3. Click Initiate Bulk Refund to open email verification.
  4. Enter the five-digit code sent to your Owner account email and select Verify Code.
  5. Review the final details, then click Initiate Bulk Refund in the verification dialog to start the refunds.
Verification is valid for five minutes. If it expires, verify again before initiating. Receiving or verifying a code alone does not complete the refund.

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Check Batch Results

Processing continues in the background after the batch starts. Closing the window does not cancel it.
  • Record the batch reference and review Refunded, Skipped, and Failed counts.
  • Download the results spreadsheet or failure audit to inspect individual orders.
  • On Order Management, click Bulk Refund Reports and use Refresh to check progress or download completed batch reports.
  • Review an individual order’s Transaction Details if a buyer asks about a refund. Bank or payment-provider posting can take additional time.
A submitted batch does not mean every order was refunded. If processing stalls or an order fails, check the report and transaction history before trying again. Contact Support with the batch reference and affected order numbers if the outcome is unclear.

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Bulk Refunds and Event Cancellation

Bulk Refund handles the orders you selected. It does not cancel the event, stop ticket sales, or send an event-cancellation announcement. If the event itself is cancelled, also manage its sales availability and customer communications. The Event Cancellation flow refunds only to Square Gift Cards; use Bulk Refund when you need to refund to the original payment method.