> ## 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.
# Guide to Processing Refunds
> Learn the steps to process partial, full, and gift card refunds in the Manager Portal, plus important guidelines and troubleshooting tips.
{/*
0:00 Hello and welcome to the SimpleTix Help Desk. Today, we're going to discuss how to refund an order. To refund an order, first go to the Orders tab on the top rail, and then search for the order that you want to refund.
0:14 Clicking on the search will take you into the order model here. There are three ways to refund an order on SimpleTix.
0:21 The first is a full refund. You can place a full refund. Refund by clicking Action, and then Full Refund, and then clicking Refund Now.
0:29 The second type of refund is a partial refund, which you can find by clicking Action, Partial Refund. Select a reason for the refund.
0:39 This will not go to the customer who purchased the tickets. Instead, this is just going to go into the order notes for your own records later.
0:48 Click Next. Select the tickets that you want to refund. You can select a specific ticket to refund that ticket in full, or you could select a custom amount to refund against the ticket.
1:00 This is an important option here, Delete Item from Order. If this is enabled, refunding the ticket will also delete the ticket, meaning that it can't be used.
1:10 You can leave this off if, for example, you are just trying to refund someone, but still let them come as a comp, or sort of a make good for something that happened.
1:19 Clicking Refund to Tickets will, uh, then refund the tickets and then send an email to the customer. The final type of refund is refunding to a Square Gift Card.
1:28 This is only enabled if you have Square as your payment processor and you have Square Gift Cards enabled in Settings Order Form.
1:36 Clicking on Refund to Square Gift Card will bring up this modal that's very similar to the partial refund. You can select which tickets, or all tickets that you want to refund, you can select the total refund amount, and you can select whether or not you want to delete the item from the order.
1:52 Um, clicking this generates an email, a $3.20 Square Gift Card. Now, we'll send an email to the customer with the Square Gift Card.
2:00 If they ever lose that email, you can also resend it later. Important to note, uh, Square, Stripe, and Auth.net do not refund their fees for refunded orders.
2:14 So, the order will be refunded in full, um, but you will be out the payment processing fees. SimpleTix will refund its fees in the, uh, monthly if the order was refunded in the same month that it was placed.
2:28 If it's refunded after that, the SimpleTix fees are not refunded. For bulk refunds, um, where you're trying to refund a lot of people, let's say for a canceled event, please reach out to support at SimpleTix.com and we can help you with that. Thank you so much and have a wonderful day.
2:43 Um, please reach out to support If you have any questions. Thanks.
*/}
# General Steps – Applicable to All Refund Types
* Log in to your Manager Portal here: [https://manager.simpletix.com/](https://manager.simpletix.com/)
* Navigate to “Orders” (or go directly to [https://manager.simpletix.com/orders/order-list](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.
**Payment Processor Fees**: Payment processor fees are typically not refundable, regardless of refund type (full or partial) but confirm with your payment processor for their policy
**Refund Types**: This guide covers three refund types:
* **Partial Refund** – Refund part of a ticket’s value.
* **Full Refund** – Refund all selected tickets.
* **Refund to a Square Gift Card** – Transfer the refund amount to a Square gift card.
# 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.
# 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.
# 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.
# 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).
If the customer checked out using Apple Wallet, Apple generates a device unique new Credit Card number for them. This number will not match their card number. The refund will proceed with no issues but this can cause confusion with the customer.
# Additional Guidelines & Troubleshooting
### 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](mailto:support@simpletix.com) for assistance.
### 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.
### Special Refund Considerations:
* If the original purchase was done via an Interac Card in Canada, please note that the Square API does not support refunding these automatically. Refunds need to be processed in person following these steps outlined by [Square](https://squareup.com/help/ca/en/article/6248-interac-faqs#:~:text=To%20refund%20an%20Interac%20payment%20successfully%2C%20you'll%20need%20both,your%20customer%20outside%20of%20Square.)
Provides context on general order management to complement refund processing.