Refund a ticket

You can refund tickets straight from the guest list — no need to go into Stripe. Refunds go back to the buyer's original payment method.

Refund from the guest list

1. Open your event and go to the Guest List.
2. Find the buyer (search by name, email, or phone).
3. Tap into their order, then enter select mode and choose the ticket(s) to refund.
4. Check the refund amount per ticket — you can refund the full price or a partial amount.
5. Tap Refund, then type REFUND to confirm. This confirmation is required any time money moves.
6. Wait for the confirmation screen. The buyer's ticket is voided and won't scan at the door.

Refunded tickets are automatically blocked at check-in, so a refunded guest can't get in on an old QR code.

If your balance is too low

Stripe pays your revenue out to your bank quickly, so sometimes your Stripe balance is lower than the refund you're issuing. If that happens, TokTix shows a Top up in Stripe prompt.

• Follow the prompt to add funds in your Stripe dashboard, then try the refund again.
• Or wait until your next batch of sales tops the balance back up.

Partial refunds

Set a partial amount in the refund sheet to give back part of the price — useful for goodwill or a partial comp. The ticket stays valid unless you refund it in full.

Who can issue refunds?

Only the event Owner or an Organizer can refund. Teammates with the Partner or Scanner role can see the guest list but can't move money. See Add a teammate.