To refund an order.
Either:

Go to Click Orders on the top menu bar.

Go to Events > Click the Event > Pick: Order Management (this will show you all the order for the specific event you clicked)



Find or search for the order usign the top search bar.

Find the order you would like to refund and click the order number.



You have 4 options:

A. Simply remove the line item. This will not refund them. We recommend this if you plan to simply replace 1 ticket with another ticket. Or you want to remove the item from the order and not give them a refund back. Or perhaps give them a single-use promotion code for a free ticket to use in the future. If you use Square (US), Stripe, or PayPal, SimpleTix will keep our service fee. If it was a cash order, you used Square (UK, CA, AU),  or Authorize.net you will not be charged at the end of the billing cycle for that ticket.



B. Do a partial refund and select the tickets to refund. If this was a credit card order, the credit will go back to their bank. Square will also refund their credit card processing fee on the amount you credit back. All other payment gateways will keep their original credit card processing fee. (This is why Square is the best). If you used Square (US), Stripe, or PayPal, SimpleTix will keep our service fee since it was not a full refund. If it was a cash order, you used Square (UK, CA, AU),  or Authorize.net you will not be charged at the end of the billing cycle for that ticket.


C.  Full Refund. Like above:  If this was a credit card order, the credit will go back to their bank. Square will also refund their credit card processing fee on the amount you credit back. All other payment gateways will keep their original credit card processing fee. (Again, this is why Square is the best payment provider)
SimpleTix will return the service fee if we charged it at the time of the order. If it was a cash order, you used Square (UK, CA, AU),  or Authorize.net you will not be charged at the end of the billing cycle for those tickets.


D. Simply cancel and delete the entire order. This will not refund them. We recommend this if it was a fraudulent order or a cash order and the person will not use the tickets. If you use Square (US), Stripe, or PayPal SimpleTix will keep our service fee. If it was a cash order, you used Square (UK, CA, AU),  or Authorize.net you will not be charged at the end of the billing cycle for that ticket.


Special notes:

If you are using: Authorize.net or Square (UK, AU, CA) - as mentioned before if you make the refund, delete a line item or do a partial refund during the billing cycle month, you will not be charged any service fees for those ticket during the month. If you do any refunds, cancellations, or delete tickets from an order any time after the current billing cycle, we will not refund our service fees previously charged the prior month.


This article was written on 3/7/2020. If you have a special agreement with a payment gateway that agreement should stay in place. However, confirm with them.

The older version of SimpleTix was compatible with: SecureSubmit, ePay, PayPalDirect, BluePay, SafeSave, Acceptiva, USAePay, PayFast, EasyPay, Payeezy, Moneris, Beanstream, PrismPay, eProcessingNetwork - if you use one of those payment providers, The Authorize.Net policy above would be the same.