Refunds

You refund straight from the order page – the whole order, individual tickets or any amount you choose. The money goes back to the buyer's card or Swish, and the buyer automatically receives a credit receipt.

Before you start

• It's your call. Buyers can't refund or cancel purchases themselves in Ticsie. They contact you and you make the refund. As the organizer, you decide your refund policy.
• Fees aren't refunded. Card fees, SMS fees and platform fees are never part of a refund. The most you can refund is the ticket price, minus any discount and minus anything already refunded.
• Cancelled event? Setting the event's status to Avbokat (cancelled) doesn't refund anything automatically. You need to refund each order. See Status, publishing and visibility.
• Before payout. Refunds are made in the panel until the event has been paid out. After that, the event is locked.

How to refund an order

1. Open the order. Go to the event → Orders and click View.
2. Start the refund. Click Återbetala… (refund…) in the Refund box.
3. Choose what to refund. Tick the tickets under Choose Tickets, or tick Ange eget belopp (enter custom amount) and type the amount (see below).
4. Check the amount. Att återbetala (amount to refund) shows exactly what the buyer gets back.
5. Confirm. Click Confirm Refund.

Tickets or a custom amount

A custom amount without tickets is useful when the buyer should get partial compensation but still attend – for example if the programme has changed. The maximum amount is shown below the field.

What happens next?

• Card: the refund is made immediately, but it usually takes 5–10 banking days before it shows in the buyer's account.
• Swish: the money normally arrives within a few minutes.
• Credit receipt: the buyer automatically receives a credit receipt by email. You can download it with Kreditkvitto PDF or send it again with Skicka om kreditkvitto.
• Status: the order gets the status Refunded, and the order page shows whether it's fully or partially refunded.
• Payout: the refunded amount is deducted from the event's revenue in your payout.

You can make several refunds on the same order, but only one at a time. If you're told a refund is already in progress, wait a moment and try again.

If the event is cancelled

1. Change the status. Set the event to Avbokat (cancelled) so no more tickets can be bought.
2. Tell your buyers. Export the buyer list, or import the buyers into a contact list and send an email. See Campaigns and contact lists.
3. Refund each order. Work through Orders and refund them one at a time. Filter on the status Paid to see which are left.

Frequently asked questions