> ## Documentation Index
> Fetch the complete documentation index at: https://help.simpletix.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Issue Refunds With the Refund Wizard

> Learn how to use the SimpleTix refund wizard to refund full orders, selected tickets, selected items, and eligible Square gift card refunds.

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.

<Warning>
  Refunds cannot be undone. Review the selected tickets, refund amount, and ticket removal option before submitting.
</Warning>

## Open the Refund Wizard

<Steps>
  <Step title="Open Orders">
    Log in to [Manager Portal](https://manager.simpletix.com) and go to **Orders**, or open [Order List](https://manager.simpletix.com/orders/order-list).
  </Step>

  <Step title="Find the order">
    Search by buyer name, email, phone number, order ID, or the last four digits of the credit card.
  </Step>

  <Step title="Open the order actions">
    Click the order to view details, then use the **Action** menu in the order modal.
  </Step>

  <Step title="Start the refund">
    Select the refund option and choose a refund reason. Click **Next** to continue.
  </Step>
</Steps>

Refund reasons are saved on the order for your records. Buyers do not see the internal refund reason.

## 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.

## 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.

<Tip>
  For ticket refunds, deleting the item helps keep attendance, seat availability, and order totals aligned with the refund.
</Tip>

## 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.

## 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.

## 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.

## Fees and Processing Notes

<Warning>
  Payment processor fees are typically not returned by the processor when you issue a refund. Confirm the final fee policy with your payment processor.
</Warning>

* 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.

## Troubleshooting

<AccordionGroup>
  <Accordion title="I do not see a refund option">
    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.
  </Accordion>

  <Accordion title="The refund button is disabled">
    Select at least one refundable ticket or item and make sure each selected line has a valid refund amount.
  </Accordion>

  <Accordion title="I cannot enter a higher refund amount">
    Refund amounts are capped at the amount paid for the selected ticket or item.
  </Accordion>

  <Accordion title="The buyer says the refund has not arrived">
    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.
  </Accordion>
</AccordionGroup>

<CardGroup cols={2}>
  <Card title="Order Management Guide" icon="receipt" href="/docs/orders/order-management-guide">
    Learn how to search orders, resend tickets, view transaction details, and manage order records.
  </Card>

  <Card title="Cancel Orders Without Refunds" icon="ban" href="/docs/orders/how-to-cancel-orders-without-refunds">
    Learn when to cancel an order without sending money back to the buyer.
  </Card>
</CardGroup>