To refund an order you have several options


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)


Search for the order using the top search bar

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


Options listed below


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 promo code for a free ticket to use in the future. If you use Square (US), Stripe, or PayPal, SimpleTix will keep the service fee. If it was a cash order and 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 we always recommend Square). If you used Square (US), Stripe, or PayPal, SimpleTix will keep the service fee since it was not a full refund. If it was a cash order and 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. (this is why we always recommend Square). SimpleTix will return the service fee if we charged it at the time of the order. If it was a cash order, and 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 issue a refund. 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 then SimpleTix will keep their service fee. If it was a cash order and you used Square (UK, CA, AU),  or Authorize.net you will not be charged at the end of the billing cycle for that ticket


Additional notes


If you are using Authorize.net or Square (UK, AU, CA) -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 tickets 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, it is recommended that you 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