Refund Process

Stage Stubs allows sellers to manage ticket refunds efficiently. Buyers may request refunds for reasons such as duplicated orders, wrong tickets selected, changes in plans, or weather-related issues. While Stage Stubs does not issue refunds directly, sellers can process refunds through the platform.

Seller-Initiated Refunds

If you need to issue a refund proactively:

1. Log in to your Stage Stubs seller account.
2. Go to My Events and click View on the relevant event.
3. Click the Orders tab.
4. Select the order you wish to refund and click Create Refund.
5. Enter the details for the refund, including whether the tickets should return to sale and whether to include a booking fee.
   📝 Note: State Stubs does not refund booking fees, so this cost is covered by you.
6. Select the payment card to process the refund and click Refund. 

Buyer-Initiated Refunds

If the buyer has requested a refund:

1. Log in to your seller account and navigate to My Refunds.
2. You’ll see a list of refund requests submitted by buyers.
3. Click View on the request you want to process.
4. First-time sellers: If you haven’t processed a refund before, you may be redirected to Settings to add a payment card for issuing refunds. This card does not need to be the same as your payout account.
5. Review the order details and the buyer’s note.
6. To approve the refund:
   • Decide if the refunded tickets should be made available for sale again.
   • Select whether to include a booking fee
   • 📝 Note: State Stubs does not refund booking fees, so this cost is covered by you.
   • Choose the payment card and click Refund.
7. To decline a refund:
   • You may delete the request, or
   • Contact the buyer directly to verify details or offer another solution.

Whether issuing refunds yourself or responding to buyer requests, following these steps ensures refunds are processed securely and transparently, keeping your events organised and your buyers supported.