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Refunding a customer directly without a refund application

In some cases, you may need to refund customers directly, without them submitting a refund application. As an event organiser, you can issue refunds at any point by doing the following:

Processing a Refund Via Sales & Revenue:

  1. Navigate to your Organiser Dashboard.
  2. Click on the Event Dashboard of the event / date that your customer booked for.
  3. Click on the “Sales & Revenue” tile.

You will see a list of all the customers who have bought tickets for that date / time.

  1. When you find the customer who needs a refund, click “View” on the right hand side.
  2. Under the section “Action”, select the checkbox of the ticket(s) you want to refund.
  3. New checkboxes will appear:

Return to Allocation:

Choose if you want to return the ticket to allocation. This button will automatically release the ticket back to the system for someone else to purchase. Please Note: If a customer has transferred a ticket or tickets to another person then applied for a refund, you will see a warning message on the refund application to let you know that the ticket(s) is / are not in the purchaser's account. This means you can refund the ticket but you cannot return it to allocation.


Check this box if you want to refund the ticket. Please note, all refunds are of the value of the  face value of the ticket only, minus booking fees.

  1. Click ‘Process’ and the tickets will be returned and/or refunded. Customers should allow 3-5 working days for the refund to reach their bank account. All refunds will be issued to the original card that was used to make the purchase.

Processing a Refund Via Customer Lookup:

Please see this article and scroll down to the section: Dropdown Option - Return and Refund Options

Refund Applications via the Citizen Ticket Platform

Most customers will submit their refund applications via the Citizen Ticket platform. For more information on how to approve or deny these refund applications please check out this article: How do I approve or deny refund requests?

Understanding refunds on Citizen Ticket

For more information on refunds please see this article: Understanding Refunds on Citizen Ticket

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