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SimpleTix uses a single refund wizard for order refunds. The wizard walks you through selecting a refund reason, choosing the tickets or items to refund, setting the refund amount, and deciding whether refunded tickets should remain on the order.
Refunds cannot be undone. Review the selected tickets, refund amount, and ticket removal option before submitting.

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Open the Refund Wizard

1

Open Orders

Log in to Manager Portal and go to Orders, or open Order List.
2

Find the order

Search by buyer name, email, phone number, order ID, or the last four digits of the credit card.
3

Open the order actions

Click the order to view details, then use the Action menu in the order modal.
4

Start the refund

Select the refund option and choose a refund reason. Click Next to continue.
Refund reasons are saved on the order for your records. Buyers do not see the internal refund reason.

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Select Tickets or Items to Refund

After choosing a reason, the wizard shows refundable tickets and items on the order.
  1. Use Select Tickets to choose the lines you want to refund.
  2. Review Price Paid for each selected line.
  3. Adjust Refund Amount if you are issuing a partial refund.
  4. Decide whether to turn on Delete item from order.
  5. Submit the refund using the button at the bottom of the wizard.
The refund button shows the selected ticket count and total refund amount before you submit.

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Delete Item From Order

Use Delete item from order when the buyer should no longer be able to use the refunded ticket or item.
  • Turn it on when the refund should cancel that ticket or remove that line from the order.
  • Leave it off when you are only returning money and the buyer should keep access.
For ticket refunds, deleting the item helps keep attendance, seat availability, and order totals aligned with the refund.

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Refund Back to the Original Payment Method

If the payment can be refunded to the original card or payment method, the wizard shows an option such as Refund $X back to XXXX-1234.
  1. Select the tickets or items.
  2. Confirm the total refund amount.
  3. Click the refund-to-card button.
Refund posting time depends on the buyer’s bank or payment provider.

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Refund to a Square Gift Card

Square gift card refunds are available only for eligible Square accounts with Square gift cards enabled. When available, the wizard shows Generate & Email a $X Square Gift Card Now.
  1. Select the tickets or items to refund.
  2. Confirm the refund amount.
  3. Click Generate & Email a $X Square Gift Card Now.
SimpleTix generates a Square gift card and emails it to the buyer. The buyer can use that gift card later on your ticket page.

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Deleted Tickets That Can Still Be Refunded

If the order includes deleted tickets that still have refundable value, the wizard may show Below are deleted tickets that can still be refunded. Select those lines if you need to refund their remaining eligible amount.

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Fees and Processing Notes

Payment processor fees are typically not returned by the processor when you issue a refund. Confirm the final fee policy with your payment processor.
  • Card, PayPal, and Square refunds can take several business days to appear on the buyer’s statement.
  • SimpleTix service fee handling can vary by refund timing and account setup.
  • If a buyer paid with Apple Pay or another wallet, the last four digits shown may be a device-specific card number rather than the physical card number.
  • Some payment methods, such as Interac in Canada through Square, may require an in-person or processor-side refund workflow.

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Troubleshooting

Your user role may not have refund permission, the order may not have refundable payments, or the payment gateway may not support the requested refund type.
Select at least one refundable ticket or item and make sure each selected line has a valid refund amount.
Refund amounts are capped at the amount paid for the selected ticket or item.
Confirm the refund was submitted in the order’s Transaction Details, then ask the buyer to allow their bank or payment provider time to post the refund.

Order Management Guide

Learn how to search orders, resend tickets, view transaction details, and manage order records.

Cancel Orders Without Refunds

Learn when to cancel an order without sending money back to the buyer.