Refunds, cancellations and order edits

Money is handled in Shopify, and the app keeps the tickets in step with it. A refund, a cancelled order or an order edit updates the tickets on its own. You can also cancel a single ticket by hand.

Refund tickets in Shopify

Refund the order in Shopify as usual and select the ticket line items and quantities. The app then:

• marks that many tickets "Refunded", shown as a grey badge on the Attendees tab;
• stops their QR codes, so the door answers "This ticket was refunded";
• frees their places so they can be sold again;
• releases the seats of a fully refunded seat line back to the seat map;
• emails the waitlist of each affected date;
• gives the ticket credits back to your monthly allowance;
• sends a "ticket refunded" update to Klaviyo or Mailchimp when they are connected.

Refunded tickets get no reminders or follow-ups, because those go to active tickets only. The ticket page shows "Refunded" without a working QR code. Its "Download PDF" link answers "Ticket is no longer active".

On the Attendees tab, refunded tickets show under "All tickets" only. The "Cancelled" pill lists cancelled tickets. A refunded ticket cannot be reactivated.

Which tickets a refund takes

• One refunded unit of a group ticket refunds as many tickets as the group size at the time of sale.
• The app lets go of tickets waiting for a date first, then unused tickets, oldest first; checked-in tickets go last.
• One refunded unit of a bundle takes the whole pack: the buyer's ticket, the claimed guests and the unclaimed seats.
• A partial refund of a seated line is flagged for you to review instead of being settled on its own.

Checked-in tickets are refunded last, when no unused ticket of that type is left on the order. A checked-in ticket gets a note under its ticket type on the Attendees tab and in the CSV "Options" column, not in Staff notes. It reads "This guest was already checked in when the refund cancelled their ticket."

When a refund arrives before the tickets have been created, the app waits up to 30 minutes for them. That way the tickets do not stay live.

Partial refunds

Only a refund that selects ticket line items cancels tickets. These refunds cancel no ticket:

• a refund of an amount only, with no items selected;
• a refund of shipping;
• a refund of an add-on line, which leaves the add-on listed on the ticket;
• a refund of the refund protection fee, which leaves the ticket marked as protected.

To end the ticket as well, refund the ticket line, or cancel the ticket by hand as described below.

A cancelled order

When you cancel an order in Shopify, every live ticket in it becomes "Cancelled", shown as a red badge. Seated tickets are cancelled and their seats released. The door answers "This ticket was cancelled".

The app returns one ticket credit per ticket and emails each affected date's waitlist. Klaviyo or Mailchimp get a "ticket cancelled" update when connected. Unclaimed bundle seats are cancelled too, but their credits stay used on a cancel.

Order edits

If you edit a paid order in Shopify to remove tickets or lower a ticket quantity, the app sets the extra tickets to "Refunded". It picks them in the same order as a refund, returns the credits and emails the waitlist. This cancellation adds a note under the ticket's type on the Attendees tab and in the CSV "Options" column, not in Staff notes. It reads "This guest was already checked in when the order edit cancelled their ticket."

Adding tickets through an order edit never creates tickets, and the app's check for missed orders does not create them either. Add the extra guests with "Add attendee" on the Attendees tab. Each one uses a ticket from your monthly allowance.

Cancel a ticket by hand

Use this when a guest will not come and no money should move, or when you settled the money another way.

1. Open the event and go to "Attendees".
2. Open the ticket's menu (the pencil button) and click "Cancel ticket".
3. Read "Cancel this ticket?" and click "Cancel ticket".

The ticket turns "Cancelled", the place is freed and the date's waitlist is emailed. The dialog says it plainly: "No refund is sent."

• The Shopify order is not changed and no money moves.
• The guest gets no email.
• The ticket credit is not given back.
• A seated ticket keeps its seat until you release it.
• Existing check-ins stay in place.
• No update goes to Klaviyo, Mailchimp or Shopify Flow.

"Reactivate ticket" brings a cancelled ticket back. Every ticket action is described in The guest list.

No emails to customers

The app never emails a customer about a cancellation or a refund, whether it came from Shopify or from you. Claimed bundle guests are not told either. There is no Shopify Flow trigger for refunds or cancellations. If guests need to know, write to them yourself.

When ticket credits come back

Your plan allows a number of tickets per 30-day cycle. What happens to that count:

• A refund of ticket items in Shopify gives the credit back.
• A cancelled order in Shopify gives the credit back, except for unclaimed bundle seats.
• An order edit that removes tickets gives the credit back.
• "Cancel ticket" in the app gives nothing back.
• "Delete" in the app gives nothing back.
• Moving a ticket, or putting it on "Waiting for a date", neither uses nor returns a credit.

Credits go back to the current cycle, even when the ticket was sold in an earlier one. The allowances per plan are in Plans and pricing.