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General Steps – Applicable to All Refund Types

• Log in to your Manager Portal here: https://manager.simpletix.com/
• Navigate to “Orders” (or go directly to https://manager.simpletix.com/orders/order-list).
• Use search filters — by email, phone, order ID, credit card (last 4 digits), or buyer’s name — and adjust your time frame or order status as necessary to locate the order.
• Click on the order to view its details.
• In the top right, click the Action button to reveal available refund options.

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1) Full Refund

• Access the relevant order and select “Full Refund” from the Action menu.
• Provide a refund reason; this will be recorded as an order note.
• Select the tickets to refund and toggle “Delete Item from order” if you want those items invalidated.
• Note: Payment processor fees are not refundable, irrespective of a full or partial refund. SimpleTix service fees may be refunded based on specific criteria.

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2) Partial Refund

• In the Order view, choose “Partial Refund” from the Action menu.
• Select a reason for the refund. That reason is automatically added as an order note.
• Choose the specific ticket(s) you wish to refund, and enter the refund amount for each ticket.
• To prevent a ticket from being used (i.e., cancel it), toggle the “Delete Item from order” option; leave it untoggled if you want the ticket to remain active.
• Important: Payment processor fees are not refundable, even for partial refunds. SimpleTix service fees may be refunded under certain conditions.
• Use partial refunds when you need to reimburse part of a ticket’s value without canceling every ticket in the order.

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3) Refund to a Square Gift Card

• This refund option is available only when Square is your payment processor.
• Open the order and from the Action menu choose “Refund to Square gift card.”
• Select the ticket(s) you wish to refund and enter a refund amount. You also have the flexibility for a partial refund here.
• Click “Generate and Email a Square Gift Card.” The specified refund amount is transferred to a Square gift card, which is then sent to the Order Email provided during purchase.
• If the ticket should no longer be valid, toggle the “Delete Item from order” option.
• Reminder: Processing fees from Square are not refunded.

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4) Resend Gift Card (Refunded Order)

• For orders previously refunded to a Square gift card, open the order and select “Resend Refund Gift Card” from the Action button.
• Choose the ticket(s) and, if necessary, enter the refund amounts.
• Click “Generate and Email a Square Gift Card” to re-send the gift card to the Order Email.
• This option follows the same limitations as the initial gift card refund (i.e., only available with Square and without refunding processing fees).

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Additional Guidelines & Troubleshooting

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Refund Processing Timeline

• Refunds are typically processed within the standard timelines for your payment processor.
• Should a refund take longer than expected to appear, please check your processor’s timeline or contact SimpleTix Support for assistance.

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Ticket Modifications & Partial Refund Considerations

• If you need to change ticket times or dates, note that customer self-serve options and admin-initiated changes are handled differently.
• For partial refunds, be extra careful when toggling “Delete Item from order” to avoid accidentally inactivating a ticket that should remain valid.