Refunding a buyer

Quick answer: To refund a buyer on Stage Stubs, open their request in My Refunds, or find the order on the event's Orders tab and click Create Refund. Choose the tickets, whether to resell them and whether to include the booking fee, then click Refund. The money comes from your Stripe balance first, and any shortfall from your saved card.

It's your show, so you decide whether to give refunds. You can respond to a request from a buyer, or refund someone yourself at any time. Either way, it only takes a minute.

Before your first refund: save a card

Go to Settings and then Saved Cards, and click Add payment method. Don't worry, we only use this card if your Stripe balance (that's ticket money we haven't paid out to you yet) doesn't cover a refund. It doesn't need to be the same account your payouts go to.

Responding to a buyer's request

Click My Refunds in the menu, and you'll see any requests from buyers under Refund Requests. Open one to see the order and the buyer's reason.

If you're happy to refund, fill in the form (we explain it below) and click Refund £X. If you'd rather not, click Cancel. We'll let the buyer know by email, though it's always kind to get in touch with them yourself too.

Refunding someone yourself

Go to My Events, click View next to the event, and open the Orders tab. Find the order, click Create Refund, and fill in the form.

Filling in the refund form

First, tick the tickets you'd like to refund, plus any merchandise.

Under Ticket Availability, refunded tickets go back on sale automatically, which is usually what you want. If you'd rather not resell them, tick Leave Tickets Unavailable.

Under Fee Options, Exclude Booking Fee is chosen to start with. If you choose Include Booking Fee, the buyer gets their booking fee back too, and you cover that part, as Stage Stubs doesn't refund booking fees.

Finally, under How this refund is paid, we check your Stripe balance for you. If there's enough, you'll see "Your Stripe balance covers this refund, so we won't charge your card." If not, the rest is charged to the card you choose under Card to charge.

Then click Refund £X and you're done.

The refund funding fee

If part of a refund has to be charged to your card, there's a small fee on that part to cover the card payment. Refunds paid from your Stripe balance have no fee at all.

Good to know

Buyers get an email with a refund receipt, and the money usually reaches them within 5 to 10 working days. You can see every refund you've made under My Refunds and then Refund History.

Tickets sold at the door can't be refunded through Stage Stubs.

Common questions

Do I have to give refunds? No, it's your decision as the organiser.

Who pays the booking fee in a refund? It isn't refunded unless you choose Include Booking Fee, in which case you cover it.

Is there a fee for refunds? Only a small refund funding fee on any part charged to your card.

Related guides: Cancelling an event · Getting paid: payouts

Need a hand? Email us at hello@stagestubs.com and we'll be happy to help.