Refund requests

When an event's refund policy is Case by case, a buyer who paid online can ask for a refund from their ticket until the event is over. You decide.

Answer a request

1. Go to Orders. Waiting requests are at the top, under Refund requests, soonest due first, with the buyer's reason.
2. For each one, either:
   • choose Refund order (or Refund…) and refund it as usual (see Refund an order), or
   • choose Decline, write why (the ticket holder is sent this), and choose Decline request.

Each request shows Answer by a date: 3 days after it was made, or a day before the event if that's sooner.

If you don't answer

An unanswered request is marked Overdue and goes to One Ticket support, who take it up with the buyer. You're emailed when a request comes in and when one is overdue.