1. Refund an individual ticket
From an order, refunding a ticket returns the ticket price to the buyer's card. The
booking fee is kept, since it already covers card processing that's already happened.
2. Cancel an event
Cancelling an event refunds every confirmed order in full — ticket price and booking fee
— as a queued job per order, so one slow or failing refund never blocks the rest.
3. Check for failed refunds
Stripe doesn't return its own processing fee on a refund, so that cost comes out of your
connected account when you cancel a paid event. If a refund fails for any reason, it's
listed on the event so you can follow it up, and it's retried automatically where
possible.
4. Buyer self-service refunds
If you've switched on self-service refunds for an event, an eligible buyer can request
their own refund — ticket price only — from their manage-tickets page, before the event
starts.
5. What buyers are told
The buyer terms explain all of this before checkout: the booking fee is only refundable
if the whole event is cancelled, and tickets for a dated leisure event are exempt from the
usual 14-day cancellation right.